Help Desk Specialist

The IT Helpdesk Specialist provides frontline technical support to internal employees, ensuring the reliability, security, and efficiency of the bank's technology environment.

This role is customer-facing, fast-paced, and critical to daily operations, supporting end users across hardware, software, and banking applications while maintaining compliance with security and regulatory standards., * Serve as the first point of contact for IT support via phone, email, and ticketing system.

• Diagnose and resolve hardware, software, and connectivity issues (Windows, Microsoft 365, peripherals).
• Manage endpoints and user access.
• Support and troubleshoot core banking and third-party financial applications.
• Accurately document incidents, requests, and resolutions to meet audit and compliance requirements.
• Adhere to cybersecurity, data privacy, and regulatory standards at all times.
• Escalate complex issues to higher-level IT staff as appropriate.

Do you have experience in Serving clients?, Do you have a Associate's degree?, * Associate degree in Information Technology, Computer Science, or related field, or equivalent experience.

• 1-3 years of experience in IT support or helpdesk service duties.
• Effective communication and customer service skills.
• Proven ability to work effectively both independently and within a team environment.

Basic knowledge required

• Windows operating systems
• Microsoft 365 platform
• Network fundamentals (VPN, DNS, Wi-Fi), * Microsoft Entra ID / Active Directory
• Microsoft 365 administration
• Endpoint management tools (e.g., Intune)
• IT ticketing and ServiceDesk systems
• Exposure to banking or similar regulated environments
• Basic understanding of cybersecurity principles
• Data privacy and compliance requirements
• Relevant certifications (preferred but not required): CompTIA A+ and Microsoft Fundamentals (MS-900, AZ-900)

Key Competencies

• Customer Service Excellence
• Attention to Details
• Problem Solving & Troubleshooting
• Communication Skills
• Accountability & Reliability
• Security Awareness
• Collaboration & Teamwork

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, Physical and Work Environment Requirements
• This role may require flexibility in working hours, including occasional evenings, weekends, or off-hours support, to uphold our commitment to 24/7 client service availability.
• This is an office-based work environment.

Pay: $24.00 - $28.85 per hour, * 401(k)

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

At Waterfall Bank, white-glove service and a seamless customer experience are at the heart of everything we do. We care deeply about clients, foster a collaborative team environment, and are energized by innovation and continuous improvement. We are future-focused, detail-driven, and motivated to raise the bar every day.