Service Desk Technician

Who We Are

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.

What We Do

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. You will also support emerging AI-powered tools and technologies used across the organization, assisting users with access, troubleshooting, adoption, and responsible use of AI-enabled applications and services. 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

What You’ll Do:

• 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.
• Provide support for AI-powered tools and platforms used across the organization, including Microsoft Copilot, ChatGPT, Claude, Cursor, and other emerging AI technologies. Assist users with access, troubleshooting, usage guidance, and adoption of AI-enabled solutions while promoting responsible and secure use practices.
• Provide accurate and creative solutions to customer issues to ensure quick restoration of customer productivity. If the issue cannot be resolved within a certain timeframe, proper reassignment is crucial. Technicians must use their experience and best judgement to determine if an issue warrants an escalation.
• Follows Knowledge Centered Service (KCS) and IT Infrastructure Library (ITIL) methodology. Technicians are expected to pass KCS Foundations course and become certified.
• Creates and maintains knowledge base articles, using their KCS Foundations methodology to become a KCS Contributor.
• Maintains a current level of technical knowledge of relevant products (software and hardware), AI tools, and support policies to provide accurate solutions to customers.
• Tracks and documents all contacts into IT Service Management software. Technicians are expected to investigate previous and pending incidents/requests.
• May perform additional duties relating to specific First American applications as assigned.
• Recommends systems modifications and AI-enabled solutions to reduce user problems and improve productivity.
• Escalates more complex problems to a more senior level technician.

What You’ll Bring:

• Bachelor’s degree in IT or related field, or equivalent hands-on experience.
• 4 years of directly related experience within a service desk/technical support environment required.
• Experience supporting or using AI-powered productivity and development tools such as Microsoft Copilot, ChatGPT, Claude, Cursor, or similar technologies highly preferred.
• Familiarity with supporting end users in AI-enabled environments, including troubleshooting, guidance, and responsible use of AI tools, highly preferred.
• HDI Support Center Analyst preferred.
• Proven excellent customer service skills.
• Good communication, problem solving skills, 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 and high level of technical skill in the field of expertise, including awareness of emerging AI technologies and workplace productivity tools.
• Ability to troubleshoot moderately complex technical issues by analyzing multiple factors and identifying root causes.

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 is inclusive for all employees - not just because it's the right thing to do, but 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.