Service Desk Support Specialist (TEMP Up to 90 Days)- Durham, NC

Service Desk Support Specialist (TEMP Up to 90 Days) - Durham, NC

BANC OF CALIFORNIA AND YOUR CAREER Banc of California, Inc. is a bank holding company with over $34 billion in assets and the parent company of Banc of California. Banc of California is one of the nation's premier relationship-based business banks, providing banking and treasury management services to small, middle market, and venture backed businesses. As the largest independent bank headquartered in California, the bank offers a broad range of loan and deposit products and services through a network of full-service branches and regional offices, as well as through digital and nationwide capabilities. The bank also provides full-service payment processing solutions to its clients and serves the Community Association Management industry nationwide through its technology forward platform, SmartStreet. Banc of California is committed to supporting its local communities through the Banc of California Charitable Foundation and by partnering with organizations that promote financial literacy, job training, small business support, affordable housing, and more At Banc of California, our success is powered by our people and a shared commitment to delivering meaningful results. We foster an environment where entrepreneurial thinking is encouraged, and accountability and operational excellence are expected. Our team members are empowered to take ownership, make informed decisions, and make a meaningful impact as the bank continues to grow and evolve. We are dedicated to supporting your growth and wellbeing through comprehensive benefits, robust development opportunities, and inclusive programs that enable you to perform at your best. Together we win!

THE OPPORTUNITY The Service Desk Support Specialist is responsible for providing technical support to users of the company's network, software, and computer systems, performing routine Service Desk tasks, and participating in special department projects as necessary. The Service Desk Support Specialist ensures the company's systems are operating in a secure and stable manner as directed. The Service Desk Support Specialist performs all duties in accordance with the company's policies and procedures and all U.S. state and federal laws and regulations wherein the company operates.

HOW YOU'LL MAKE A DIFFERENCE Fields incoming technical incident requests via phone, email, chat, and ticket, resolving upon first contact with the user or escalating to the appropriate group according to established incident management procedures. Provides direct support to users for the company's networks, software, and computer systems. Provides step-by-step technical instruction and support. Troubleshoots and resolves problems within privileged authority and in cooperation with other IT groups. Accurately logs issues into the company's ticketing software to ensure events are properly reported and resolved within established service level guidelines. Responds to inquiries and refers issues to the appropriate department or person and exhibits the necessary follow through with users and/or staff involved. Assists in deploying hardware and software updates and other patch management directives. Documents procedures, how-to's, and common solutions as articles to be included into a knowledgebase system used by IT staff as well as end users. Assists in special projects and tasks of a diverse nature for the department under the direction of the Chief Information Officer. Participates in Critical Incident Management and Problem Management activities as needed. Follow all established policies and procedures. Performs other duties and projects as assigned.

WHAT YOU'LL BRING Associates degree (AA) or equivalent is preferred. A minimum of 2 years of related experience and/or training. Work related experience should consist of a technical background in information resources, technology, products, or services. 3+ years of providing a strong level of customer service in a high-performance environment. 2+ years of experience working as an IT helpdesk Tier 1 or higher technician. Experience working in a federally regulated financial institution a plus. CompTIA A+ certified or similar a plus. Basic experience, knowledge, and training in Information Technology department operations, voice and data communications, troubleshooting techniques, software and hardware support, and network administrative programs and resources. Must be positive, friendly, patient, flexible, teachable, and organized as well as possess exceptional oral, written, and interpersonal skills. Advanced skills in computer terminal and personal computer operation; Microsoft Office applications including but not limited to: Word, Excel, PowerPoint, and Outlook. Upon hire, has the ability to continually demonstrate knowledge of, adherence to, monitoring, and responsibility for compliance with state and federal regulations and laws as they pertain to this position including but not limited to the following: Regulation Z (Truth in Lending Act), Regulation B (Equal Credit Opportunity Act), Fair Housing Act (FHA), Home Mortgage Disclosure Act (HMDA), Real Estate Settlement Procedures Act (RESPA), Fair Credit Reporting Act (FCRA), Bank Secrecy Act (BSA) in conjunction with the USA PATRIOT Act, Anti-Money Laundering (AML) and Customer Information Program (CIP), Right to Financial Privacy Act (RFPA, state and federal), and Community Reinvestment Act (CRA). Position requires the employee to report to work at the corporate office five days a week.

Banc of California is an equal opportunity employer committed to creating a diverse workforce. All qualified applicants will receive consideration for employment without regard to their actual or perceived race (including traits associated with race, such as hair texture, hair type or protective hairstyles), religion or religious creed (including religious dress and grooming practices), color, sex (including pregnancy, childbirth, breastfeeding and related medical conditions), sexual orientation, gender, gender identity, gender expression, gender transitioning, citizenship status, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information, or disability (mental or physical), requests for accommodation and any additional protected categories set forth in applicable federal, state or local laws. If you require reasonable accommodation as part of the application process, please contact Talent Acquisition. Equal Opportunity Employer