IT Help Desk Specialist — First-Line Support

Exchange Bank; Santa Rosa (CA); On-site; USD 30,307 - 38,572; Full time

Job summary

Exchange Bank is seeking an IT Help Desk Support specialist to provide first-line support for employees in Santa Rosa, CA. You will document ITSM tickets, coordinate investigations, and communicate status updates to users across the organization.

You will assist with hardware, software, and peripheral maintenance, provide clear guidance to end users, and help onboard new users into the system. Strong communication and problem-solving skills are essential for success in this role.

Qualifications

• Experience providing internal support to employees or customers.
• Proficient in documenting and tracking issues in a ticketing system.
• Ability to communicate technical information in plain language.

Responsibilities

• Document all ITSM tickets into ticketing system.
• Coordinate investigations to resolve information system issues.
• Communicate updates to users affected by problems.
• Provide information and instruction in response to user inquiries.
• Assist with overseeing installation, operation, maintenance, and repair of hardware, software, and peripherals.
• Read and interpret safety and maintenance documents.
• Prioritize requests from callers and level-2/3 support.
• Compose email communications to inform employees of issues.

Skills

Customer service

Dependability

Problem solving

Technology

Verbal communication

Written communication

Education

High school diploma or equivalent

Tools

Ticketing system

Job description

Exchange Bank is seeking an IT Help Desk Support specialist to provide first-line support for employees in Santa Rosa, CA. You will document ITSM tickets, coordinate investigations, and communicate status updates to users across the organization.

You will assist with hardware, software, and peripheral maintenance, provide clear guidance to end users, and help onboard new users into the system. Strong communication and problem-solving skills are essential for success in this role.