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Helpdesk Lead

Helpdesk Lead

Job ID 
Job Locations 
US-CA-San Diego
Job Type 
Regular Full-Time
Information Technology

More information about this job


BofI Federal Bank is one of the fastest growing banks in the nation. We are publicly traded (NASDAQ: BOFI), FDIC insured, Equal Housing Lender.


We rely on our employees’ collaborative creativity, intelligence, curiosity and innovation. We’re tech-savvy problem-solvers who are competitive and hungry for success.


The Helpdesk Lead is responsible for leading day to day activities of first and second level helpdesk technicians.


Job Responsibilities:

  • Assist helpdesk team members with issues, escalations, and training
  • Serve as liaison between infrastructure and helpdesk
  • Act as IT lead on all installation projects in coordination with infrastructure
  • Hands on knowledge with SCCM in creating, maintaining, and deploying packages, running reports, and troubleshooting issues
  • Experience with Windows Deployment Services for imaging or using SCCM for imaging
  • PC workstation hardware installation and maintenance; PC software installation and support
  • Responsible for the maintenance, monitoring, and troubleshooting of all company workstations systems
  • Manage workstation imaging system for the deployment of new workstations
  • Second level problem resolution and escalations - Help Desk function
  • Manage tickets in the IT Support ticket system and assist IT Support to meet Service Level Agreement goals
  • Provide excellent customer support to our on-site and remote employees via phone and/or remote desktop sessions
  • Assist IT Support staff with the administration of corporate mobile device management program
  • Provide hardware and software user training and support for in-house software applications
  • Must be able to lift 25-70 pounds on a regular basis

Key Skill Sets or Knowledge Requirements:

  • 3+ Years of IT Support experience
  • IT Customer Service experience
  • IT desktop support experience
  • Good analytical and troubleshooting skills
  • Knowledge of Windows Operating systems and Microsoft applications.  
  • Ability to install PC operating systems and supporting software
  • Working knowledge of computer networks – Cisco, Microsoft


Desired Career Experience & Education Requirements:

  • Education training in an IT discipline or equivalent experience


  • Certification(s) in Microsoft applications and IT related subjects
  • Previous experience in a lead role
  • Server administration and support
  • Macintosh support experience


Job Functions and Work Environment:


While performing the duties of this position, the employee is required to sit for extended periods of time. Manual dexterity and coordination are required while operating standard office equipment such as computer keyboard and mouse, calculator, telephone, copiers, etc.


The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.



Equal Employment Opportunity:


BofI Federal Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex , gender identity and expression, sexual orientation, national origin, ancestry, citizenship status, uniform service member and veteran status, marital status, pregnancy, age, protected medical condition, genetic information, disability, or any other protected status in accordance with all applicable federal, state and local laws. Candidates must possess authorization to work in the United States.