(remote) IT Service Desk Technician

IT Service Desk Technician

Join a team that puts its people first! Since 1889, First American has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for ten consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all.

We're a transformative team that is shaping the way First American builds and delivers world-class technology products that fuel the real estate industry. As an IT Service Desk Technician, you will be the critical first line of support for our internal customers, providing timely assistance for laptops (MS Windows and MacOS), hardware, peripherals, mobile devices, Multi-Factor Authentication, and software applications (including proprietary solutions hosted on-prem and in the cloud). You'll diagnose and resolve issues through phone, chat, and self-service channels, escalating to specialized teams when necessary. The ideal candidate thrives in a fast-paced environment, applies Knowledge-Centered Service (KCS) principles, and is passionate about delivering exceptional customer experiences.

What You'll Do:

• Respond to customer requests via phone, chat, and self-service portals.
• Deliver accurate, creative solutions to restore productivity quickly.
• Escalate issues promptly when resolution exceeds defined timeframes.
• Maintain up-to-date knowledge of supported environments, tools, and policies.
• Contribute to and maintain a robust knowledge base for problem resolution.
• Provide after-hours support on a rotating basis (weeknights and weekends).
• Manage Service Desk email by documenting and routing tickets appropriately.
• Provide user administration and application support for supported systems.
• Escalate user rights and employee setup issues to application administrators.
• Document all interactions in the ticketing system.

What You'll Bring:

• Flexibility to work different shifts as needed to support a 24/7 Service Desk operation.
• Availability for occasional after-hours support, including weeknights and weekends as needed.
• Two-year technical degree or equivalent work experience required; four-year degree preferred.
• 3–4 years of experience in a service desk or technical support role.
• Excellent customer service and communication skills.
• Strong problem-solving abilities and professional phone etiquette.
• Ability to follow Service Desk standards and interpret policy.
• A+, Microsoft, HDI, KCS, or ITIL certifications preferred.
• Proficiency with MS Office 365, Windows 11, MacOS, and Adobe products.
• Experience with Cisco VPN, GlobalProtect, ServiceNow, and Cisco VoIP/Soft Phone.
• Knowledge of hardware support for printers, scanners, and RightFax.
• Mobile device support for iOS and Android.

Pay Range: $22.81 - $30.39 Hourly

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.

First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act).

First American intends to conduct a review of an applicant's criminal history in connection with a conditional offer. First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer-imposed criminal history requirements.

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.