Help Desk Analyst

CalPrivate Bank is hiring a Help Desk Analyst in Brea, CA (onsite) to keep internal technology reliable, secure, and easy to use. This role is a key point of technical support for employees, with the responsibility to troubleshoot day to day issues and help ensure systems and applications operate smoothly in a highly regulated environment.

Salary range: USD 60,700 - 82,000 per year.

What you’ll do

• Create, assign, update, prioritize, and resolve service requests and incidents through the IT helpdesk ticketing system, while keeping documentation accurate through resolution.
• Monitor and respond to the IT Helpdesk phone line and other established support channels, delivering timely, professional assistance to end users.
• Work with employees to understand application and technology needs, business objectives, functionality, features, workflows, and input/output requirements.
• Provide technical help for software applications, hardware, access issues, errors, and other end-user technology concerns.
• Implement, configure, maintain, and support assigned software applications, ensuring functionality, security, documentation, and alignment with organizational standards.
• Coordinate software patches, upgrades, and application updates, including testing and validation before deployment to production.
• Image, configure, deploy, maintain, and troubleshoot desktops, laptops, peripherals, and related end-user technology.
• Travel to office locations as needed to support deployments, installations, upgrades, and onsite troubleshooting.
• Develop, edit, maintain, and distribute required or requested system and operational reports.
• Train and assist end users with 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 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.
• Complete other duties and technology-related projects as assigned.

Tools and systems

• ServiceNow

What you bring

• Previous IT Helpdesk, Service Desk, Desktop Support, or similar end-user technology support experience required.
• Experience using IT ticketing/service management systems to manage incidents and service requests through resolution; ServiceNow preferred.
• 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 for users at all technical proficiency levels.
• Strong analytical, problem-solving, organizational, and documentation skills.
• Ability to travel between office locations as business needs require.
• Experience in banking, financial services, or another highly regulated environment preferred.
• Leads with accountability, integrity, and consistency.
• Thrives in a collaborative environment where transparency and follow-through matter.
• Models professionalism, remains calm under pressure, and takes a solutions-oriented approach.
• Embraces data-driven decision-making while maintaining a client-first perspective.
• Embodies CalPrivate’s culture, including heart for the client, excellence in service, and commitment to the Bank and its people.

AML/CFT and compliance responsibilities

• Direct interaction with customers and prospects includes responsibilities related to BSA/AML.
• Understands and follows the Bank’s BSA/AML policies, including escalating suspicious activity to the BSA Officer.
• Understands and follows 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 physically 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.