Service Desk Specialist I: Windows & Mac Support

TowneBank Mortgage; Norfolk (VA); On-site; USD 50,000 - 65,000; Full time

Job summary

TowneBank Mortgage is seeking a Service Desk Specialist to deliver exceptional technical support for employees. You will maintain end-user devices, troubleshoot hardware and software, and assist with migrations and deployments to ensure a stable IT environment.

The role requires 3+ years in IT support, solid Windows 11 and Mac OS knowledge, and strong communication. Expect a performance-oriented, service-driven team culture with AML/BSA compliance in daily tasks.

Qualifications

• At least 3 years in an IT support role (help desk or similar).
• Experience with Windows 11, Mac OS, and Office 365.
• Able to troubleshoot complex desktop issues and communicate clearly.

Responsibilities

• Image workstations using automated tools per departmental specs.
• Install client software and applications as needed.
• Manage service tickets and SLAs.
• Move completed systems to designated offices.
• Migrate user data, settings, and apps to new hardware.
• Assist with onboarding of newly acquired companies.
• Ensure users have required network access.
• Provide basic user instruction as needed.
• Retire old systems and assist with inventory updates.
• Provide antivirus management and support.
• Install, upgrade and troubleshoot hardware/software.
• Maintain vendor relationships for support services.
• Collaborate across departments to resolve issues.
• Set up PCs, peripherals, printers for Windows and macOS.
• Troubleshoot complex desktop problems onsite.
• Suggest corrective solutions including offsite repair for remote users.
• Install performance upgrades and hardware components.
• Document failures and repairs for assets inventory.
• Log hours in time-tracking system.
• Other duties as assigned.
• Comply with AML/BSA regulations.

Skills

Team player

Professional interaction

Flexible hours

Windows 11

Office 365

Mac OS

Troubleshooting

IT support experience

Remote control tools

Call-tracking tools

Tools

Remote control tools

Call-tracking tools

Job description

TowneBank Mortgage is seeking a Service Desk Specialist to deliver exceptional technical support for employees. You will maintain end-user devices, troubleshoot hardware and software, and assist with migrations and deployments to ensure a stable IT environment.

The role requires 3+ years in IT support, solid Windows 11 and Mac OS knowledge, and strong communication. Expect a performance-oriented, service-driven team culture with AML/BSA compliance in daily tasks.