Service Desk Technician

As a Service Desk Technician, you'll provide critical first line support for our customers - primarily internal customers. You will be providing timely support for PC/Laptop, hardware, peripherals, mobile devices and software/applications [including some of which are proprietary; hosted on prem and/or cloud based], by responding to and diagnosing problems via phone, self-service and chat. It may be necessary to escalate to network services, information security, desktop architecture, or other "next level" teams. We are a Knowledge-Center-Service organization. Your track record in KCS "UFFA", initial problem recognition, and quick determination of appropriate resolution or escalation while ensuring an excellent customer service experience supports your success on our team. *We are open to remote candidates for this role

WhatYou'llDo:

• Support break/fix technical issues of all enterprise applications, hardware, and software [including proprietary] used at First American. This is supported through phone, chat, self-ticketing, and other channels as developed by Service Desk.

• Provideaccurateand creative solutions to customer issues to ensure quick restoration of customer productivity. If the issue cannot be resolved within a certaintimeframe, proper reassignment is crucial. Technicians must use their experience and best judgement todetermineif an issuewarrantsan escalation.

• Follows Knowledge Centered Service (KCS) and IT Infrastructure Library (ITIL)methodology. Technicians are expected to passKCSFoundations course and become certified.

• Creates andmaintainsknowledge base articles, using their KCS Foundationsmethodologyto become a KCS Contributor.

• Maintains a current level of technical knowledge of relevant products (software and hardware) and support policies to provideaccuratesolutions to customers.

• Tracks anddocumentsall contacts into IT Service Management software. Technicians are expected to investigatepreviousand pending incidents/requests.

• May performadditionalduties relating to specific First American applications as assigned.

• Recommendssystemsmodifications to reduce user problems.

• Escalates more complex problems to a more senior level technician.

• Associate degree in IT or related field, or equivalent hands-on experience.

• 4 years ofdirectly relatedexperience within a service desk/technical support environmentpreferred.

• HDI Support Center Analystpreferred.

• Proven excellent customer service skills.

• Good communication, problem solvingskills,and telephone etiquette.

• Ability to use Service Desk standards and follow guidelines.

• Current understanding of PC/Laptop, hardware, peripherals, mobile devices, and software/applications [including some of which are proprietary; hosted on prem and/or cloud based.

• Maintains current andhigh levelof technical skill inthe fieldofexpertise.

• Ability to troubleshoot moderately complex technical issues by analyzing multiple factors andidentifyingroot causes.

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.

What We Offer

By choice, we don't simply accept individuality - we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it's the right thing to do, but also because it's the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.

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.

Pay Range: $23.37 - $31.14 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.

Join a team that puts its People First! Since 1889, First American (NYSE: FAF) 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 eleven 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. For more information, please visit www.careers.firstam.com., 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).