Service Desk Specialist II

Job Summary

The Service Desk Specialist II provides advanced technical support for end users, systems, and applications within a highly regulated financial environment. This role serves as an escalation point within the Service Desk and resolves complex issues while ensuring adherence to security, compliance, and service standards. The technician collaborates with infrastructure, security, and application teams to maintain system stability and deliver a high‑quality experience for INB employees.

• Technical support and incident resolution: troubleshoot and resolve escalated hardware, software, and network issues, including ATMs, ITMs, and phone and video conferencing endpoints. Support desktop environments, mobile devices, and enterprise applications (core banking systems, Microsoft 365). Perform root‑cause analysis and implement long‑term fixes. Manage and resolve incidents and service requests within SLA targets.
• Service requests: deploy new computers and peripherals to replace obsolete or needed equipment. Assist with move requests for hardware and provision applications or access based on employee need.
• Escalation and collaboration: act as an escalation point within the Service Desk. Coordinate with other IT teams, vendors, and application owners when necessary and communicate technical issues clearly to both technical and non‑technical stakeholders.
• System administration support: manage user provisioning, group membership, and permissions tasks; support endpoint management tools; assist with patching, software deployment, and system updates.
• Security and compliance: follow all IT security policies, procedures, and regulatory requirements (FFIEC, GLBA, PCI). Identify and elevate potential security risks or incidents. Maintain proper documentation and audit trails for all work performed.
• Documentation and knowledge management: create and maintain technical documentation, procedures, and knowledge‑base articles; contribute to continuous improvement of service‑desk processes.
• Customer service: deliver professional, timely, and courteous support to internal users. Manage user expectations and provide clear updates on issue status via in‑person visits, phone calls, emails, and the service‑desk platform.
• Other projects as assigned.

• Associate or Bachelor’s degree in Information Technology or related field (or equivalent experience).
• 2–3 years of IT support experience, preferably in a financial or regulated environment.
• Strong troubleshooting skills and knowledge of PC components, peripherals, Windows OS, networking, and enterprise applications.
• Understanding of ITIL principles and incident management processes.
• Experience in Microsoft Office Suite.
• Excellent communication and interpersonal skills, with the ability to convey complex technical concepts to non‑technical stakeholders.
• Excellent problem‑solving skills and the ability to work both independently and as part of a team.

• Familiarity with compliance frameworks (FFIEC, GLBA, PCI).
• Certification such as CompTIA A+, Network+, Microsoft certifications, or ITIL Foundation.

• Demonstrates ownership and accountability, proactively identifying and addressing risks before they escape.
• Anticipates and responds to the needs of internal and external customers.
• Stays informed of emerging technologies, best practices, and regulatory changes; devotes time to professional development.
• Upholds ethical standards, owns mistakes, and communicates status and challenges openly.
• Responds swiftly to critical situations, demonstrating agility and a solution‑driven mindset.
• Provides timely, jargon‑free updates to stakeholders and non‑technical colleagues.
• Fosters creativity and continuous improvement.

• This role requires occasional after‑hours or weekend work to cover on‑call schedules, support maintenance activities, or critical issues.
• This is an onsite position with periodic travel to branch locations.
• Opportunity to work in a dynamic, fast‑paced environment with innovative technologies.
• Monday–Friday, 8:00 a.m.–5:00 p.m.

$50,000–$60,000 annually.

INB provides health, dental,…