Service Desk Specialist

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