Help Desk Analyst

CalPrivate Bank; San Diego (CA); On-site; USD 60,000 - 80,000; Full time

Job summary

CalPrivate Bank is seeking a Help Desk Analyst to provide frontline IT support across the organization. You will manage incidents, service requests, and end-user issues, ensuring secure and reliable technology services with a strong focus on customer service and documentation.

The role requires hands-on desktop support, software/hardware troubleshooting, and the ability to travel between regional offices as needed.

Qualifications

• 2+ years IT Helpdesk or desktop support experience.
• Experience with ticketing systems, preferably ServiceNow.
• Hands-on hardware/software troubleshooting.
• Ability to travel between office locations 50% of the time.

Responsibilities

• Create, assign, update, prioritize, and resolve service requests and incidents through the IT helpdesk ticketing system.
• Monitor and respond to the IT Helpdesk phone line and other established support channels.
• Consult with users to understand application and technology needs and requirements.
• Provide technical assistance and troubleshooting for software applications, hardware, access issues, and other end-user tech concerns.
• Coordinate and implement software patches, upgrades, and updates following testing and validation.

Skills

IT Helpdesk

Desktop support

Troubleshooting

Customer service

Documentation

Travel readiness

ServiceNow

Tools

ServiceNow

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Help Desk Analyst

Full Time Senior Management Newport Beach, CA, US

2 days ago Requisition ID: 1145

Salary Range: $60,000.00 To $80,000.00 Annually

Make a Difference Where It Matters Most

At CalPrivate Bank, we believe banking is personal. We have deep roots in the communities we serve, and our client relationships are built on genuine care, thoughtful problem-solving, and unwavering integrity. Our solutions-based service, paired with best-in-class talent, sets us apart in the market, but it’s trust that defines who we are. It's our gold standard, the currency we trade in, and the foundation of every decision we make.
We’re looking for leaders who want more than a title. We’re looking for team players who want to make an impact. If you're driven to lead with purpose, ready to shape the future and have meaningful impact at a relationship-centered bank, CalPrivate Bank may be the place for you.

Your Opportunity: Helpdesk Analyst

The Helpdesk Analyst serves as a key point of technical support for employees, helping ensure that technology works reliably, securely, and efficiently across the organization. This role is responsible for supporting, implementing, maintaining, and troubleshooting software applications, end-user hardware, and related technology while ensuring systems are maintained in accordance with applicable regulatory requirements and organizational policies and procedures.

The ideal candidate combines strong technical troubleshooting skills with a service-oriented mindset. They are responsive, organized, curious, and comfortable translating technical issues into practical solutions for users with varying levels of technical expertise. This position requires a hands-on professional who can manage competing priorities, resolve issues efficiently, and contribute to a positive end-user experience.

What You’ll Do

• Create, assign, update, prioritize, and resolve service requests and incidents through the IT helpdesk ticketing system, maintaining accurate documentation through resolution.
• Monitor and respond to the IT Helpdesk phone line and other established support channels, providing timely and professional assistance to end users.
• Consult with users to understand application and technology needs, business objectives, functionality, features, workflows, and input/output requirements.
• Provide technical assistance and troubleshooting for software applications, hardware, access issues, errors, and other end-user technology concerns.
• Implement, configure, maintain, and support assigned software applications, ensuring appropriate functionality, security, documentation, and adherence to organizational standards.
• Coordinate and implement software patches, upgrades, and application updates following appropriate testing and validation prior to production deployment.
• Image, configure, deploy, maintain, and troubleshoot desktops, laptops, peripherals, and other end-user technology.
• Travel to office locations as needed to support hardware deployments, installations, upgrades, and onsite troubleshooting.
• Develop, edit, maintain, and distribute required or requested system and operational reports.
• Train and assist end users in effectively utilizing applications, systems, and technology tools, including communicating changes and new functionality.
• Identify recurring technical issues, investigate root causes, and partner with appropriate internal or external resources to drive resolution.
• Maintain accurate technical documentation, procedures, configurations, and support records.
• Follow established information security, access management, change management, and technology control procedures.
• Adhere to all applicable banking regulations, privacy requirements, information-security standards, and organizational policies and procedures, including requirements related to customer and financial information.
• Perform other duties and technology-related projects as assigned.

AML/CFT/Compliance Responsibilities

This position includes direct interaction with customers and prospects and therefore includes responsibilities relating to BSA/AML. The employee is responsible for understanding and following the Bank’s BSA/AML policies including elevating suspicious activity to the BSA Officer. Additionally, the employee is required to understand and follow the Bank’s compliance program.

Who You Are

Experience & Expertise

• Previous IT Helpdesk, Service Desk, Desktop Support, or similar end-user technology support experience required.
• Experience working with IT ticketing/service management systems and managing incidents and service requests through resolution. Experience with ServiceNow preferred.
• Hands-on experience troubleshooting 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 the ability to communicate effectively with users at all levels of technical proficiency.
• Strong analytical, problem-solving, organizational, and documentation skills.
• Ability to travel between office locations as business needs require.
• Experience working within banking, financial services, or another highly regulated environment is preferred.

Mindset & Values

• You lead with accountability, integrity, and consistency.
• You thrive in a collaborative environment where transparency and follow-through matter.
• You model professionalism, calm under pressure, and a solutions-oriented mindset.
• You embrace data-driven decision-making while maintaining a client-first perspective.
• You embody CalPrivate’s culture, heart for client, excellence in service, and deep commitment to the Bank and its people.

Physical Demands

• Requires 50% 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 10lbs and occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision and ability to adjust focus

Why CalPrivate Bank?

This isn’t just another bank job. At CalPrivate Bank, you will be part of something bigger. Our day-to-day operations and projects don’t just impact a balance sheet, they influence real people, real businesses, and the communities we proudly serve. We are guided by our commitment to relationships, solutions, and trust. And we’re building a team of people who reflect those values in everything they do.

If you’re looking for a place where your work will matter, your ideas will be valued, and your growth will be supported, welcome to CalPrivate Bank! Ready to lead with purpose?