What are the responsibilities and job description for the IT Helpdesk Specialist position at Waterfall Bank?
FLSA Status: Non-Exempt
Department: Information Technology
Reports to: Chief Technology Officer
Company Overview
Do you believe exceptional service is the standard, not the exception?
At Waterfall Bank, white‑glove service and a seamless customer experience are at the heart of everything we do. We’re looking for professionals who care deeply about clients, thrive in a collaborative environment, and are energized by innovation and continuous improvement. If you’re future‑focused, detail‑driven, and motivated to help raise the bar every day, we’d love to meet you.
Position Summary
The IT Helpdesk Specialist provides frontline technical support to internal employees, ensuring the reliability, security, and efficiency of the bank’s technology environment.
This role is customer-facing, fast-paced, and critical to daily operations, supporting end users across hardware, software, and banking applications while maintaining compliance with security and regulatory standards.
Key Responsibilities
- Serve as the first point of contact for IT support via phone, email, and ticketing system.
- Diagnose and resolve hardware, software, and connectivity issues (Windows, Microsoft 365, peripherals).
- Manage endpoints and user access.
- Support and troubleshoot core banking and third-party financial applications.
- Accurately document incidents, requests, and resolutions to meet audit and compliance requirements.
- Adhere to cybersecurity, data privacy, and regulatory standards at all times.
- Escalate complex issues to higher-level IT staff as appropriate.
Minimum Qualifications
- Associate degree in Information Technology, Computer Science, or related field, or equivalent experience.
- 1-3 years of experience in IT support or helpdesk service duties.
- Effective communication and customer service skills.
- Proven ability to work effectively both independently and within a team environment.
Basic knowledge required
- Windows operating systems
- Microsoft 365 platform
- Network fundamentals (VPN, DNS, Wi-Fi)
Preferred Qualifications
Exposure to banking or similar regulated environments
Experience with:
- Microsoft Entra ID / Active Directory
- Microsoft 365 administration
- Endpoint management tools (e.g., Intune)
- IT ticketing and ServiceDesk systems
Basic understanding of:
- Cybersecurity principles
- Data privacy and compliance requirements
Relevant certifications (preferred but not required):
- CompTIA A
- Microsoft Fundamentals (MS-900, AZ-900)
Key Competencies
- Customer Service Excellence
- Attention to Detail
- Problem Solving & Troubleshooting
- Communication Skills
- Accountability & Reliability
- Security Awareness
- Collaboration & Teamwork
What we’re Looking for
The ideal candidate is someone who:
- Is customer-first and patient, with a genuine desire to help others and create a positive user experience.
- Thrives in a fast-paced, high-touch environment and can manage multiple priorities with a sense of urgency.
- Demonstrates strong problem-solving skills and a willingness to dig in, research, and follow through to resolution.
- Communicates clearly and professionally with both technical and non-technical users.
- Is detail-oriented and process-driven, ensuring accuracy in documentation and adherence to procedures.
- Takes a proactive approach to identifying opportunities for improvement and preventing recurring issues.
- Values team collaboration, while also being dependable and self-directed when working independently.
- Maintains a high level of integrity, discretion, and security awareness, especially when handling sensitive information.
- Is adaptable, curious, and committed to continuous learning in an evolving technology environment.
Physical and Work Environment Requirements
- This role may require flexibility in working hours, including occasional evenings, weekends, or off-hours support, to uphold our commitment to 24/7 client service availability.
- This is an office-based work environment.
How to Apply
Qualified applicants are encouraged to apply through LinkedIn or submit a resume directly to Careers@WaterfallBank.com.