Intern - Service Desk

Fremont Bancorporation•Livermore, CA

2d•$20

About The Position

Fremont Bank — one of the Bay Area’s most respected and long-standing financial institutions — is seeking a strategic, hands-on intern to join and help advance our Service Desk team. This is a high-impact opportunity to contribute to the success of a mission-driven organization committed to excellence, community service, and strong client relationships. If you're energized by purpose-driven work, collaboration, and delivering meaningful results, we’d love to connect. Why Fremont Bank? Founded in 1964, Fremont Bank is one of the oldest independently owned banks in the Bay Area and has been consistently recognized as a Top Workplace for the past 15 consecutive years. Our foundation is built on relationships — with our clients, our associates, and our communities. We offer: A people-first culture grounded in inclusion and excellence Deep community involvement and local reinvestment A mission-driven workplace where values and performance go hand in hand The Fremont Bank Way Full-Service Banking with comprehensive financial solutions, advanced technology, and exceptional service No-Compromise Approach — we help clients get to "yes" Core Values: o Go above and beyond for clients o Foster a supportive and empowering environment for associates o Deeply invest in the well-being of our local community Department Overview The Service Desk is the frontline support team responsible for ensuring smooth daily IT operations across the organization. The department serves as the primary point of contact for technical issues, system access needs, and end‑user support, helping employees remain productive and connected. By managing ticket intake, troubleshooting hardware and software concerns, and maintaining service quality standards, the Service Desk plays a central role in sustaining the bank’s technology environment. The team partners closely with Infrastructure, Security, and Application Support groups to resolve issues efficiently and uphold a high‑performing, service‑focused IT experience for all users. Position Overview The Service Desk Internship is designed to give students or early‑career professionals hands-on experience in IT support within a high-performing, service-focused technology environment. The intern will work directly with the Service Desk team to learn technical troubleshooting, ticketing workflows, end-user support, and foundational IT operations. This internship aligns with our broader talent strategy to build early-career pipelines, strengthen technical bench strength, and introduce future IT professionals to core enterprise systems.

Requirements

Currently pursuing an associate’s or bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or a related field (or equivalent hands‑on experience)
Strong customer service mindset with excellent communication skills
Basic understanding of computer hardware and software troubleshooting
Ability to work independently and within a team in a fast‑paced environment
Strong attention to detail and willingness to learn

Nice To Haves

Familiarity with Windows 10/11 (preferred)
Familiarity with ticketing systems such as ServiceNow, Freshservice, Zendesk, or similar (preferred)
Familiarity with Office 365 applications (preferred)
Familiarity with application client/server concepts (preferred)
Familiarity with basic networking concepts (IP, DNS, DHCP, VPN) (preferred)
Experience answering end‑user support questions through school help desks, volunteer work, or personal projects (preferred)
Experience providing desktop support services both remotely and in‑person (preferred)

Responsibilities

Technical Support & Troubleshooting
Assist with Service Desk teams in providing technical support for employees via phone, email, chat, and ticketing system
Troubleshoot issues related to:
Windows OS and Office 365 applications
Password resets and account access
Hardware (laptops, desktops, mobile devices, peripherals)
Device network connectivity
Help escalate tickets to appropriate assignment group when needed.
Participate in project related activities
Ticket Management
Log, track, and document all inquiries using the ServiceNow IT Service Management (ITSM) platform
Ensure tickets are being addressed in a timely manner and follow established process workflows
Assist with categorizing, prioritizing, and routing technical issues
Hardware & Asset Support
Support imaging, setup, deployment, and collection of hardware for new hires and existing employees
Maintain inventory accuracy by updating asset information and tagging devices
Onboarding & User Setup
Help prepare equipment and accounts for new employees during onboarding cycles
Assist with system access verification and setup tasks under direction of senior team members
Knowledge Base & Documentation
Contribute to updating internal knowledge articles, FAQs, and step-by-step guides
Recommend documentation improvements based on recurring user questions