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 headquartered in Southern California, 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