Service Desk Technician Job at First American Financial (Santa Ana)

Job Description

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

Job Responsibility

Support break/fix technical issues of all enterprise applications, hardware, and software [including proprietary] used at First American
Provide support for AI-powered tools and platforms used across the organization, including Microsoft Copilot, ChatGPT, Claude, Cursor, and other emerging AI technologies
Provide accurate and creative solutions to customer issues to ensure quick restoration of customer productivity
Follows Knowledge Centered Service (KCS) and IT Infrastructure Library (ITIL) methodology
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
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

Requirements

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

medical
dental
vision
401k
PTO/paid sick leave
employee stock purchase plan

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Service Desk Technician

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