Associate Help Desk Analyst, Title & Escrow

Responsibilities

• Answers first‑level calls and requests submitted to the Service Desk.
• Provides initial support for business applications, processes, and workflows.
• Troubleshoots and resolves common user issues and escalates tickets as appropriate.
• Tracks calls, incidents, and requests through the ticket management system.
• Consults knowledge resources and established procedures to identify and communicate effective solutions.
• Works closely with all divisions in the company to ensure timely resolution of technical and operational concerns.
• Assists users with questions related to title and escrow software, general technical challenges, processes, systems, and best practices.
• Creates and maintains technical reference guides to assist users with company systems, products, and support procedures.
• Other duties as assigned.

• High school diploma or equivalent required.
• Minimum of 1 year of experience in the title or finance industry.
• Experience working as a Title Assistant, Escrow Assistant, Title Officer, Escrow Officer, or in a similar title and escrow support role preferred.
• Experience providing customer service and resolving inquiries in a fast‑paced environment.
• Familiarity with title and escrow processes, terminology, documents, and transaction workflows.
• Demonstrated ability to learn and support business applications, software tools, and technology platforms.
• Comfortable troubleshooting basic system, application, and user access issues and guiding users through solutions.

• Working knowledge of title and escrow operations and related business processes.
• Strong customer service orientation with a commitment to delivering a positive user experience.
• Excellent verbal and written communication skills.
• Strong problem‑solving and analytical abilities.
• Ability to quickly learn new software applications, business systems, and support procedures.
• Comfortable using and supporting desktop applications, web‑based systems, telephony platforms, and other business technologies.
• Ability to document issues accurately, follow established procedures, and escalate issues appropriately.
• General understanding of computer systems, networks, remote access tools, and common business software.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple requests and work effectively in a team environment.
• Proficiency with Microsoft Office applications and general business software.

US $20.31 – 27.09 hourly. This range reflects the base pay for this position at the time of posting and may vary based on experience, location, and job‑related factors.

• Medical, dental, and vision coverage
• 401(k) plan with company match
• Paid time off (PTO) and paid sick leave
• Employee stock purchase plan
• Other employee benefits as listed in the comprehensive benefits package

First American is an equal opportunity employer in every sense of the term. All qualified applicants will receive consideration for employment, regardless of criminal history or other protected characteristics.