Associate Service Desk Technician

Role Overview

We provide first‑line support for internal customers, handling PC/Laptop, hardware, peripherals, mobile devices and software/applications including proprietary, hosted on‑prem or cloud. Responsibilities include troubleshooting via phone, chat, self‑service and ticket system while escalating to network, security, desktop architecture or other advanced teams as required. The role follows KCS “UFFA” and ITIL methodology.

• Support inbound password requests and VPN related issues through phone, chat, self‑ticketing and other channels.
• Provide accurate and creative solutions to customer issues to ensure quick restoration of productivity.
• If an issue cannot be resolved within a certain timeframe, reassign appropriately.
• Follow KCS and ITIL methodology.
• Create and maintain knowledge base articles.
• Track and document all contacts into IT Service Management software.
• Perform additional duties relating to specific First American applications as assigned.

• Two‑year technical degree or equivalent work‑related experience.
• Minimum of 1 year directly related experience within a customer service or service desk/technical support environment.
• HDI Support Center Analyst certification preferred.
• Good communication skills, problem‑solving skills, and telephone etiquette.
• Ability to use Service Desk standards and follow guidelines.
• General knowledge of call queue environment.
• Aptitude for providing excellent customer service.

Hourly: $20.31 – $27.09

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.