Help Desk Analyst

The Help Desk Analyst provides technical support to employees and helps ensure organizational technology operates reliably, securely, and efficiently. This onsite role supports, implements, maintains, and troubleshoots software applications and end-user hardware while adhering to regulatory and internal policies.

Key Responsibilities

• Create, assign, update, prioritize, and resolve service requests and incidents through the IT helpdesk ticketing system, maintaining accurate documentation through to resolution.
• Monitor and support the IT Helpdesk phone line and other established support channels, delivering 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 alignment with 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 support end users in using applications, systems, and technology tools, including communicating changes and new functionality.
• Identify recurring technical issues, investigate root causes, and partner with 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 applicable banking regulations, privacy requirements, information-security standards, and organizational policies, including requirements related to customer and financial information.
• Perform other duties and technology-related projects as assigned.

Required Qualifications

• Previous IT Helpdesk, Service Desk, Desktop Support, or similar end-user technology support experience.
• Experience using IT ticketing/service management systems to manage incidents and service requests through resolution.
• Hands-on troubleshooting experience for 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 effective communication across varying technical proficiency levels.
• Strong analytical, problem-solving, organizational, and documentation skills.
• Ability to travel between office locations as business needs require.

Preferred Qualifications

• Experience with ServiceNow.
• Experience working within banking, financial services, or another highly regulated environment.

Technology

• ServiceNow

Compliance (AML/CFT)

• This position includes direct interaction with customers and prospects, including responsibilities related to BSA/AML.
• Understand and follow the Bank’s BSA/AML policies, including elevating suspicious activity to the BSA Officer.
• Understand and follow the Bank’s compliance program.

Physical Demands

• May require frequent travel between regional offices to support team members, clients, and cross-functional initiatives.
• Ability to sit or stand for extended periods of time.
• Ability to use a keyboard/mouse.
• Ability to walk to and from workstations.
• Ability to frequently lift and/or move up to 10 lbs and occasionally lift and/or move 50 lbs.
• Specific vision abilities required: close vision and ability to adjust focus.

Location and Salary

Location: San Diego, CA (onsite)

Compensation: USD 57,000 - 76,000 per year