IT Helpdesk Specialist

About the role

Waterfall Bank is seeking an IT Helpdesk Specialist to provide frontline technical support to internal employees. This customer‑facing position ensures the reliability, security, and efficiency of the bank’s technology environment while upholding strict compliance standards.

Key responsibilities

• Serve as the first point of contact for IT support via phone, email, and ticketing system.
• Diagnose and resolve hardware, software, and connectivity issues across Windows, Microsoft 365, and peripherals.
• Manage endpoints, user access, and support 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.

Required profile

• 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 strong customer‑service orientation.
• Ability to work independently and collaboratively within a team.

Required skills

• 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
• CompTIA A+ (preferred)
• Microsoft Fundamentals (MS‑900, AZ‑900) (preferred)