Desktop Support Analyst

First American Financial Corp.; Santa Ana (CA); Remote; Full time

Job summary

Join a leading company as a Desktop Support Analyst, where you will provide technical support and resolve issues for employees. You will work in a remote environment, ensuring high-quality service and compliance with IT policies. The role offers a competitive pay range and a supportive culture that values diversity and innovation.

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, laptops, and mobile devices.
• Troubleshoot hardware, software, and network connectivity issues.

Skills

Problem Solving

Communication

Education

CompTIA A+

Microsoft Certified: Modern Desktop Administrator Associate

ITIL Foundation

Tools

ServiceNow

Jira Service Management

Microsoft 365

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 that the following statements only apply to candidates who will be working from an unincorporated area within Los Angeles County.

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.

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 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.