Internal Job Title: Service Desk Specialist
Type of Employment: Full Time
Desired No. of Hours per Week: 40
Who We Are
Our client is a full-service commercial bank, serving businesses, entrepreneurs, and communities across the state. With a growing footprint of branches and a workforce spanning multiple states, they're focused on delivering reliable, secure, and well-supported technology to the employees who keep the bank running every day.
What You'll Do:
- Provide Level 1/2 support to end users, troubleshooting hardware, software, and network connectivity issues across Windows 11, macOS, iOS, and Android.
- Log, track, and resolve tickets in the IT case management system (ServiceNow or similar), adhering to ITIL v4 standards and established SLAs.
- Manage user accounts, permissions, and security policies via Active Directory, Azure AD/Entra ID, and Office 365 Admin Center, including additions, changes, and deletions with proper approvals.
- Execute device imaging, deployment, and patch management for laptops and desktops using SCCM and Microsoft Intune.
- Provide lifecycle support for workstations, printers/MFPs, and conference room systems (Microsoft Teams Rooms), including hardware diagnosis and repair.
- Coordinate and schedule vendor service for ATMs, printers, and other equipment, monitoring repairs start to finish.
- Troubleshoot networking issues (TCP/IP, DNS, DHCP) and support secure remote access via Cisco AnyConnect and Palo Alto GlobalProtect.
- Perform hardware asset audits and maintain accurate hardware/software inventory records (Passport or similar).
What We're Looking For
- 2+ years in service desk, desktop support, or IT support, ideally in banking or financial services.
- Hands-on with Active Directory and Azure AD/Entra ID user administration.
- Experience with endpoint management tools such as SCCM or Microsoft Intune.
- Familiarity with ITSM/ticketing platforms (ServiceNow preferred) and ITIL v4 practices.
- Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP) and remote access solutions (Cisco AnyConnect, Palo Alto GlobalProtect, or similar).
- Strong hardware troubleshooting and repair skills (desktops, laptops, printers, ATMs a plus).
- Ability to manage a high-volume ticket queue while maintaining SLA compliance.
- Excellent communication skills and a customer-service mindset.
Nice to have:
- Experience supporting a bank or credit union environment, including branch/ATM technology.
- Experience supporting large user bases (500+ employees).
- Experience supporting environments through a merger or systems consolidation.
- What We Offer:Work From Home: Fully remote setup with local support
- Generous Paid Time Off: Start with 18 paid leaves annually
- U.S. Holiday Observance: Enjoy U.S. holidays off
- Professional Environment: Join a supportive, growth-oriented global team
