Service Desk Analyst

Service Desk Analyst

City First Bank N.A. is a mission-driven Community Development Financial Institution (CDFI) principally focused on a transformative impact in underserved, urban markets with the highest needs to drive equitable economic development. Our credit activities are purely commercial and focused on the following segments: Multifamily Affordable Housing, Not-for-Profit Finance, and Small Business Finance. As a depository and commercial lending provider with over $1.3 billion in bank assets as of December 31, 2024, our unified organization has over 100 employees in Washington DC and Los Angeles/Inglewood, CA.

Role Summary

The Service Desk Analyst provides Tier 1 and Tier 2 technical support for user endpoints, internal systems and a suite of banking applications. A blend of sharp technical diagnostic skills and superior customer service is required as you serve as the primary point of contact for IT incidents and service requests, providing troubleshooting, system access support, workstation configuration, and guidance on standard applications and banking systems. This role requires timely resolution or appropriate escalation of issues while maintaining accurate ticket documentation and adhering to security, compliance, and operational standards required in a highly regulated financial environment.

Essential Functions and Responsibilities

• Serve as the first point of contact for all IT incidents and service requests via phone, email, chat, and ticketing system.
• Perform initial triage, troubleshooting, and resolution of user issues involving software, network connectivity, and banking applications.
• Diagnose and troubleshoot technical issues and, if escalation is necessary, collaborate internally or with vendors, and follow-up to ensure problem resolution.
• Install, configure, and troubleshoot hardware including desktops, laptops, printers, copiers, and peripherals such as webcams, scanners, check scanners and receipt printers/validators.
• Document all work thoroughly in the ticketing system, ensuring SLAs are met, accurate categorization, prioritization, and resolution notes.
• Provide guidance and training to employees on technology tools, best practices, and secure usage.
• Work with vendors in support of external SaaS and outsourced systems used by the bank and resolving issues, assigning permissions, rights, access, security, and administration.
• Create and maintain IT knowledge base articles, FAQs, and self-service resources.
• Manage user identity lifecycle including onboarding, role changes, and offboarding.
• Maintain compliance with IT policies, procedures, and regulatory guidelines including FFIEC, GLBA, cybersecurity standards, and internal security policies.
• Deliver professional, courteous, and clear communication to employees in all interactions.
• Build strong working relationships with staff and internal teams to support business operations effectively.
• Remain up-to-date with cybersecurity news and product knowledge around new functionality and releases on supported products; assist with implementing training as necessary.
• May include additional responsibilities such as branch site visits, knowledgebase management, internal projects and all other duties as assigned.

Requirements

Education & Experience:

• 3+ years of IT experience in a support role.
• Experience supporting banks or financial institutions preferred.
• BS in Computer Science or equivalent IT Certifications.
• Previous Customer Service experience preferred.
• Advanced knowledge and expertise with Microsoft365, SharePoint Online, OneDrive for Business, Teams, VoIP

Knowledge, Skills, and Abilities

Required Knowledge & Skills:

• Demonstrate a genuine interest in learning about new technologies with a passion for solving complex problems and growing your expertise
• Advanced knowledge and expertise with Windows operating systems and Microsoft365, SharePoint Online, OneDrive for Business, Teams.
• Experience with Active Directory, Entra ID, basic networking concepts, and endpoint management tools.
• Understanding of role-based permissions, Identity and Access management.
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
• Professional written and interpersonal skills are essential.

Preferred Knowledge & Skills:

• Banking core systems such as FIS, Jack henry, Fiserv.
• Microsoft365 services and Office application suite
• Citrix XenDesktop VDI Environment
• Financial Technology Solutions including Abrigo Sageworks, LaserPro, BAM+