IT Service Desk I

Join a dynamic and growing team! Your primary responsibilities will include providing outstanding service and technology support to approximately two thousand colleagues. Support will include resetting passwords, unlocking accounts, providing first response to tickets, triaging incoming tickets, gathering additional information for escalation and providing a warm handoff to higher tiers and other groups within IT. You’ll be an integral part of the banks proud culture of simply being kind when serving our colleagues and clients.

Along with the key functions listed below, each position will be expected to uphold the value that WaFd Bank places on simply being kind when serving our co-workers and clients.

KEY FUNCTIONS:

Assist and support users with the use of core banking applications, standard software, Windows, MS Office and other related banking business solutions. Answer, evaluate, and prioritize incoming telephone, voicemail, email, and Self-Service site requests for assistance.
• Maintain the Technical Support Software by identifying trends and accurately capturing details to enable the incident Management function to improve IT processes and systems through accurate reporting. Create and update documentation on established Technical Support procedures and processes, problem resolution steps, and escalation procedures. Make recommendations to management on updates and changes needed.
• Identify and troubleshoot hardware, software, operating system, mobility, and telecommunication issues.
• Responsible for installing, configuring, troubleshooting, and resolving incidents with respect to networking and desktop environments, including LANs, WANs, remote access, and VPNs.
• Perform diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct common failures utilizing remote access tools.
• Responsible for performing installations and configuring computers/laptops using standard processes and tools.
• Escalates complex problems to higher level of expertise within the organization.

• education/experience/Skills/Training:

• One year of IT related Help Desk experience required
• High school diploma or GED or the equivalent in vocational training. College degree in information technology preferred.
• Previous practical experience in a personal computer network environment.
• Good working knowledge of Windows Operating Systems, Microsoft Office software package, Active Directory, and system management tools. Proficient in MS Office Suite, Enterprise Networks, banking computer system, and print device troubleshooting in a networked environment.
• Possess outstanding customer service skills and the ability to communicate highly technical information to both technical and non-technical staff.
• Good research, analytical, problem solving, and troubleshooting skills. Ability to manage time efficiently and work under stressful conditions.
• Good working understanding of computer hardware architecture concepts and technology related terminology. Ability to effectively log tickets in call tracking software.
• Basic understanding of accounting/record keeping. Bank related experience preferred.

At WaFd Bank you get all of these great benefits!

• Paid time off for vacation, sick days and holidays
• Health insurance
• Stock options
• Bonus programs
• Generous 7% 401(k) employer matching*
• Paid Parental Leave
• Life and AD&D insurance
• Long-term disability
• Tuition Reimbursement
• Employee assistance programs
• Pre-tax health and dependent-care spending plans

WaFd Bank Benefits Summary – Click here for more information

We are committed to Equal Employment Opportunity and Affirmative Action. We recruit, hire, train and promote persons in all job titles and ensure that all other personnel actions are administered without regard to race, color, religion, sex, sexual orientation, gender identity, military and/or veteran status, or disability in accordance with Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, and the Vietnam Era Veterans Readjustment Assistance Act of 1974, which require affirmative action to ensure equal opportunity in all aspects of employment. WaFd Bank does not discriminate on the basis of national origin or citizenship status as provided under the Immigration Reform and Control Act of 1986, or any other Federal or State legally-protected classes. WaFd Bank is committed to providing reasonable accommodations to employees and applicants with disabilities to the full extent required by the Americans with Disabilities Act (ADA). If you feel you need a reasonable accommodation pursuant to the ADA, you are encouraged to contact us at 800.324.9375

EEO is The Law – click here for more information

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

EEO Policy Statement – WaFd Bank

Know Your Rights: Workplace Discrimination is Illegal – click here for more information

Pay Transparency Nondiscrimination Provision – click here for more information

CCPA Notice at Collection for CA Employees and Applicants