Desktop Support Analyst

First American; California, Santa Ana (MO, CA); Remote; USD 80,000 - 100,000; Full time

Job summary

A leading company is seeking a motivated Desktop Support Analyst to provide technical support to employees. Responsibilities include troubleshooting hardware and software issues, managing user accounts, and ensuring compliance with IT security policies. The role offers a dynamic work environment with a focus on customer service and problem-solving skills.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401k

Paid Time Off

Employee Stock Purchase Plan

Qualifications

• 2+ years of experience in desktop support or IT helpdesk role.
• Strong knowledge of Windows and macOS operating systems.

Responsibilities

• Provide Level 1 and Level 2 support for desktops and laptops.
• Troubleshoot hardware, software, and network connectivity issues.
• Document technical issues and resolutions in IT service management system.

Skills

Problem-Solving

Communication

Attention to Detail

Education

CompTIA A+

Microsoft Certified: Modern Desktop Administrator Associate

ITIL Foundation

Tools

Active Directory

Microsoft 365

ServiceNow

Jira Service Management

Job description

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 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. For more information, please visit www.careers.firstam.com.

What We Do

Remote Work Welcome

We are seeking a highly motivated Desktop Support Analyst to join our IT Support team at First American. In this role, you will provide hands-on technical support to employees and be responsible for diagnosing and resolving hardware, software, and network-related issues while delivering outstanding customer service.

What You'll Do:

1. Provide Level 1 and Level 2 support for desktops, laptops, mobile devices, and related peripherals in a remote environment.
2. Troubleshoot and resolve hardware, software, and network connectivity issues in Windows and macOS environments.
3. Assist with user account management, including Active Directory, Single Sign-On (SSO), and Multi-Factor Authentication (MFA).
4. Deploy, configure, and maintain workstations, operating systems, and business-critical applications.
5. Support conferencing and collaboration tools, including Microsoft Teams, Zoom, and other remote access solutions.
6. Document technical issues, resolutions, and processes in the IT service management system (e.g., ServiceNow, Jira Service Management).
7. Escalate complex issues to senior IT staff or relevant teams when necessary.
8. Participate in IT projects such as system upgrades, migrations, and new technology rollouts.
9. Ensure compliance with company IT security policies and best practices.
10. Provide training and guidance to end users on IT policies and tools.

What You'll Bring:

1. 2+ years of experience in a desktop support or IT helpdesk role.
2. Strong knowledge of Windows and macOS operating systems.
3. Experience troubleshooting hardware components such as desktops, laptops, printers, and mobile devices.
4. Familiarity with Active Directory, Microsoft 365, and enterprise security tools.
5. Understanding of networking fundamentals (TCP/IP, VPN, Wi-Fi, DNS, DHCP).
6. Excellent problem-solving skills and attention to detail.
7. Strong interpersonal and communication skills with a customer-centric mindset.
8. Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation preferred.

Pay Range: $26.22 - $34.96 per hour

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.

Note: This statement applies only to candidates working from an unincorporated area within Los Angeles County. First American considers all qualified applicants, including those with arrest or conviction records, in accordance with applicable laws such as the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act. We conduct a review of criminal history only after a conditional offer of employment, considering whether such history relates directly and negatively to the job duties, such as handling confidential information, financial transactions, or meeting criminal history requirements.

What We Offer

By choice, we don't simply accept individuality - we embrace it, support it, and thrive on it! Our People First Culture celebrates diversity, equity, and inclusion because it's the key to our success. We foster an authentic and inclusive workplace for all. You are encouraged to bring your entire, unique self to work. First American is an equal opportunity employer. Depending on eligibility, we offer a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave, and other benefits like an employee stock purchase plan.