This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role is responsible for providing advanced technical support for software and healthcare IT solutions, serving as a secondary escalation point for complex issues. You will troubleshoot internet-based applications, APIs, and database-driven systems while collaborating with Support, Engineering, and Customer teams to deliver accurate and timely resolutions. This position requires balancing multiple cases and projects, mentoring junior team members, and contributing to process improvements that enhance overall service quality. Success in this role directly impacts customer satisfaction, retention, and operational efficiency. You will work independently in a fast-paced, remote-first environment, taking ownership of technical challenges and ensuring smooth delivery of mission-critical solutions. - Diagnose and troubleshoot complex technical issues, communicating findings clearly to internal teams and customers. - Serve as a secondary escalation point for support cases, ensuring timely and accurate resolution. - Mentor and guide Level 1 and Level 2 technical support specialists, sharing best practices and technical knowledge. - Document processes, workflows, and best practices to improve support efficiency and customer experience. - Manage multiple points of contact (email, phone, chat, cases) and handle concurrent projects with attention to detail. - Collaborate with Engineering and Customer teams on implementation needs, feature requests, and system improvements. Qualifications - Minimum 5 years of technical support or related experience, with a Bachelor’s degree or equivalent work experience. - Proficiency with Microsoft Office Suite and experience using case management tools (e.g., Salesforce, ServiceNow, ZenDesk). - Strong problem-solving skills and experience troubleshooting SaaS or mission-critical software systems. - Knowledge of developer tools, Postman, and SQL querying; familiarity with programming languages (C++, Python, HTML, CSS) is a plus. - Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences. - Experience with Azure DevOps, Jira, or equivalent tools for issue tracking and collaboration. - Detail-oriented, organized, and able to manage time in a fast-paced, remote environment. - Experience in healthcare IT, EHR systems, or related industries is highly desirable. - Empathy, customer-centric mindset, and the ability to transfer knowledge internally and externally. Benefits - Fully remote work environment with a flexible schedule to support work-life balance. - Annual company offsite for team collaboration and networking. - Generous leave package including flexible time off, 13 paid holidays, paid sick leave, and parental leave. - Medical, dental, and vision insurance for you and your family, plus company-funded FSA/HSA options. - 401(k) plan with company match. - One-time workspace reimbursement to optimize your home office setup. - Opportunities for professional growth and mentorship within a fast-paced, mission-driven environment.

• Support hospital and labs using Haemonetics Hospital products • Provide software and systems technical solution support • Troubleshoot customer support problems via email and phone • Document all support calls in the helpdesk ticketing system • Escalate and hand off to other teams as appropriate

• Prepare and organize required documents and data needed for surplus lines quotes prior to binding. • Review quotes for completeness, accuracy, and compliance with applicable surplus lines requirements prior to bind. • Prepare and validate standard reports and data outputs used by the field and surplus lines team to support quoting activity. • Support the Surplus Lines Field Specialist in proactively tracking renewal dates and seasonal volume trends to support readiness for peak surplus lines renewal periods. • Receive, process, and track surplus lines pre-bind requests from the field; complete defined tasks and route questions or exceptions to the Field Specialist as appropriate. • Verify that required surplus lines forms, disclosures, and supporting documentation are present and properly completed prior to bind. • Strong ability to review paperwork, quotes, and reports for completeness and accuracy. • Ability to manage multiple tasks, requests, and deadlines in a fast-paced, field-facing environment. • Clear written and verbal communication skills for coordinating with field teams and internal partners. • Comfort working in insurance systems (e.g., Applied Epic, InsCipher), databases, and standard reporting tools. • Ability to follow defined processes, recognize exceptions, and escalate appropriately to the Field Specialist.

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 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.