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. Youll 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.
• Closely follow the Banks Information Security policies and procedures ensuring that the handling processing and storage of all customer and confidential or proprietary bank information are done in a secure manner and environment.
• Avoid all real or perceived conflicts of interest and always maintain client privacy and confidentiality.
• Complete and pass all assigned eLearning courses and certifications as required.
• Adhere to and ensure branch staff adherence to bank policies and procedures designed to comply with Federal regulations including but not limited to the Bank Secrecy Act USA Patriot Act and OFAC regulations. To that end ensure timely and accurate preparation of Currency Transaction Reports Suspicious Activity Reports and other recordkeeping requirements.
• Complete special projects as assigned.

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
• 401(k) plan
• 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 Policy Statement - WaFd Bank

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

California Consumer Privacy Act- CCPA 2025