Help Desk Analyst
About The Position
The Helpdesk Analyst serves as a key point of technical support for employees, helping ensure that technology works reliably, securely, and efficiently across the organization. This role is responsible for supporting, implementing, maintaining, and troubleshooting software applications, end-user hardware, and related technology while ensuring systems are maintained in accordance with applicable regulatory requirements and organizational policies and procedures. The ideal candidate combines strong technical troubleshooting skills with a service-oriented mindset. They are responsive, organized, curious, and comfortable translating technical issues into practical solutions for users with varying levels of technical expertise. This position requires a hands-on professional who can manage competing priorities, resolve issues efficiently, and contribute to a positive end-user experience.
Requirements
- Previous IT Helpdesk, Service Desk, Desktop Support, or similar end-user technology support experience required.
- Experience working with IT ticketing/service management systems and managing incidents and service requests through resolution.
- Hands-on experience troubleshooting desktop and laptop hardware, software applications, peripherals, and common end-user technology issues.
- Experience imaging, configuring, deploying, and maintaining workstations.
- Working knowledge of software installation, application updates, testing, patching, and troubleshooting.
- Strong customer-service orientation with the ability to communicate effectively with users at all levels of technical proficiency.
- Strong analytical, problem-solving, organizational, and documentation skills.
- Ability to travel between office locations as business needs require.
- You lead with accountability, integrity, and consistency.
- You thrive in a collaborative environment where transparency and follow-through matter.
- You model professionalism, calm under pressure, and a solutions-oriented mindset.
- You embrace data-driven decision-making while maintaining a client-first perspective.
- You embody CalPrivate’s culture, heart for client, excellence in service, and deep commitment to the Bank and its people.
Nice To Haves
- Experience with ServiceNow preferred.
- Experience working within banking, financial services, or another highly regulated environment is preferred.
Responsibilities
- Create, assign, update, prioritize, and resolve service requests and incidents through the IT helpdesk ticketing system, maintaining accurate documentation through resolution.
- Monitor and respond to the IT Helpdesk phone line and other established support channels, providing timely and professional assistance to end users.
- Consult with users to understand application and technology needs, business objectives, functionality, features, workflows, and input/output requirements.
- Provide technical assistance and troubleshooting for software applications, hardware, access issues, errors, and other end-user technology concerns.
- Implement, configure, maintain, and support assigned software applications, ensuring appropriate functionality, security, documentation, and adherence to organizational standards.
- Coordinate and implement software patches, upgrades, and application updates following appropriate testing and validation prior to production deployment.
- Image, configure, deploy, maintain, and troubleshoot desktops, laptops, peripherals, and other end-user technology.
- Travel to office locations as needed to support hardware deployments, installations, upgrades, and onsite troubleshooting.
- Develop, edit, maintain, and distribute required or requested system and operational reports.
- Train and assist end users in effectively utilizing applications, systems, and technology tools, including communicating changes and new functionality.
- Identify recurring technical issues, investigate root causes, and partner with appropriate internal or external resources to drive resolution.
- Maintain accurate technical documentation, procedures, configurations, and support records.
- Follow established information security, access management, change management, and technology control procedures.
- Adhere to all applicable banking regulations, privacy requirements, information-security standards, and organizational policies and procedures, including requirements related to customer and financial information.
- Perform other duties and technology-related projects as assigned.
- This position includes direct interaction with customers and prospects and therefore includes responsibilities relating to BSA/AML. The employee is responsible for understanding and following the Bank’s BSA/AML policies including elevating suspicious activity to the BSA Officer. Additionally, the employee is required to understand and follow the Bank’s compliance program.
Benefits
- We are guided by our commitment to relationships, solutions, and trust.
- your work will matter, your ideas will be valued, and your growth will be supported
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
