Service Help Desk

Service Help Desk Overview

• The Service Help Desk role offers an excellent opportunity to support a growing, community-focused bank with an entrepreneurial and collaborative culture.
• Provide technical assistance and support for end-users in a hybrid work environment, ensuring smooth IT operations.
• Collaborate with a team of professionals to address IT challenges and contribute to the bank's strong leadership and vision.
• Support day-to-day IT operations, including user onboarding, access management, and troubleshooting.
• Gain hands-on experience with enterprise-level IT systems and processes in a regulated environment.
• Work in a dynamic role that requires adaptability, problem-solving, and effective communication skills.
• Engage in a 90-day contract with the potential for conversion to a permanent position.
• Contribute to maintaining IT security, compliance, and audit requirements within the banking sector.

Service Help Desk Key Responsibilities & Duties

• Resolve incidents and service requests efficiently, ensuring minimal disruption to users.
• Support onboarding and offboarding processes, including application access provisioning and hardware setup.
• Perform troubleshooting and maintenance for Windows 11, Microsoft 365, and Active Directory environments.
• Manage hardware inventory, including laptop deployment and imaging.
• Document troubleshooting steps, resolutions, and standard operating procedures thoroughly.
• Adhere to established IT security protocols and compliance standards.
• Collaborate with team members to triage and escalate tickets as needed.
• Provide support for VPN, SSO, and virtual desktop environments.
• Assist in asset management and ensure proper documentation of IT resources.

Service Help Desk Job Requirements

• Bachelor’s degree in computer science, information systems, or a related field preferred.
• Minimum of 2 years of experience in Service Desk, Help Desk, or Desktop Support roles.
• Proficiency in Windows 11 troubleshooting, Microsoft 365 support, and Active Directory administration.
• Experience with ticketing systems such as ServiceNow is a plus.
• Familiarity with Intune, endpoint management, and regulated environments is advantageous.
• Strong customer service and communication skills, with the ability to document processes effectively.
• Knowledge of VPN, SSO, Okta, and virtual desktop environments is beneficial.
• Ability to work independently and collaboratively in a hybrid work setting.
• Physical capability to handle IT equipment and perform related tasks as required.