IT Helpdesk Specialist

Lead is a fintech building banking infrastructure for embedded financial products and services. We operate an FDIC-insured bank headquartered in Kansas City, Missouri. Additionally, we have offices in San Francisco, Sunnyvale, and New York City, where our technical, product, design, and legal teams operate. 

We are built for a constantly evolving financial landscape, where new ventures and technological advancements emerge daily. Guided by a team of entrepreneurs and technologists with decades of experience navigating intricate banking and payments regulations, Lead blends regulatory and technological expertise to help our fintech partners scale their operations with compliance and creativity.

Simply put, Lead offers the essential attributes that every fintech seeks in a partner bank. First, unparalleled technical expertise from a distinguished team of developers with an extensive understanding of the banking and payments systems. Second, oversight expertise, automated compliance systems, and bespoke program management to navigate the ever-shifting regulatory landscape. Finally, a commitment to transparency and operational rigor to ensure everyone’s money does what it’s supposed to do. 

Role Description:

Lead Bank is seeking an enthusiastic and customer-focused IT Helpdesk Specialist to join our Information Technology team. This entry-level role is ideal for someone beginning their career in IT or with 1–2 years of related experience. The IT Helpdesk Specialist will be responsible for providing day-to-day technical support to employees and assisting with basic maintenance of our IT systems across branch and office environments.

You’ll work closely with the IT Support Lead and team to help resolve technical issues, set up and maintain hardware, and ensure that employees receive timely support with their devices, accounts, and common IT tools.

• Provide first-line technical support for employees, both in-person and remotely, by troubleshooting hardware, software, and connectivity issues.
• Set up and configure desktops, laptops, phones, and peripheral equipment for new hires and existing staff.
• Support onboarding and offboarding processes, including account setup, password resets, and equipment handoffs.
• Document support requests and resolutions in the IT help desk system, ensuring accurate records and identifying patterns.
• Assist in maintaining and supporting office and branch IT equipment, including printers, phones, and meeting room technology.
• Escalate more complex issues to senior IT staff when necessary and follow up to ensure resolution.
• Maintain an organized inventory of IT equipment and track hardware assignments.
• Stay current on internal IT policies, security practices, and basic troubleshooting methods.

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 0–2 years of experience in a technical support, help desk, or desktop support role.
• Familiarity with Windows and/or Mac operating systems.
• Basic knowledge of networking concepts (e.g., IP addresses, Wi-Fi connectivity, printers).
• Customer service mindset with strong verbal and written communication skills.
• Willingness to learn and grow in a team-oriented environment.
• Ability to follow documented procedures and work independently with guidance.
• Experience with help desk ticketing systems (e.g., Jira, Zendesk, Freshservice) preferred.
• Familiarity with Active Directory preferred.
• Familiarity with Microsoft 365, Google Workspace, or other common business productivity tools preferred.
• Exposure to mobile device management (MDM) or identity and access management tools is preferred.

• At Lead, we design our benefits to support company culture and principles, to foster an efficient and inspiring work environment, and to create the conditions for our team to give their best in both work and life
• Competitive compensation based on experience, geographic location, and role
• Medical, Dental, Vision, Life, 401k Matching, and other wellness benefits, including FSA, HSA and HRA
• Paid parental leave
• Flexible vacation policy, including PTO and paid holidays
• A fun and challenging team environment in a dynamic industry with ample opportunities for career growth 

*Lead Bank is proud to have an inclusive culture committed to ensuring equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.

*Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.