Desktop Support Analyst - Remote Eligible

Desktop Support Analyst

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:

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

What You'll Bring:

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

Pay Range: $26.88 - $35.82 Hourly, Remote. 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.

What We Offer:

By choice, we don't simply accept individuality – we embrace it, we support it, and we 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.