Intern - Service Desk

Job Title: Intern - Service DeskLocation: Livermore, CAHiring Salary Range: $20.00 per hourPosition SummaryFremont Bank — one of the Bay Area’s most respected and long-standing financial institutions — is seeking a strategic, hands-on intern to join and help advance our Service Desk team. This is a high-impact opportunity to contribute to the success of a mission-driven organization committed to excellence, community service, and strong client relationships.If you're energized by purpose-driven work, collaboration, and delivering meaningful results, we’d love to connect. Why Fremont Bank? Founded in 1964, Fremont Bank is one of the oldest independently owned banks in the Bay Area and has been consistently recognized as a Top Workplace for the past 15 consecutive years. Our foundation is built on relationships — with our clients, our associates, and our communities.We offer:A people-first culture grounded in inclusion and excellenceDeep community involvement and local reinvestmentA mission-driven workplace where values and performance go hand in hand The Fremont Bank Way Full-Service Banking with comprehensive financial solutions, advanced technology, and exceptional serviceNo-Compromise Approach — we help clients get to "yes"Core Values: Go above and beyond for clients Foster a supportive and empowering environment for associates Deeply invest in the well-being of our local communityDepartment OverviewThe Service Desk is the frontline support team responsible for ensuring smooth daily IT operations across the organization. The department serves as the primary point of contact for technical issues, system access needs, and end‑user support, helping employees remain productive and connected. By managing ticket intake, troubleshooting hardware and software concerns, and maintaining service quality standards, the Service Desk plays a central role in sustaining the bank’s technology environment. The team partners closely with Infrastructure, Security, and Application Support groups to resolve issues efficiently and uphold a high‑performing, service‑focused IT experience for all users.Position OverviewThe Service Desk Internship is designed to give students or early‑career professionals hands-on experience in IT support within a high-performing, service-focused technology environment. The intern will work directly with the Service Desk team to learn technical troubleshooting, ticketing workflows, end-user support, and foundational IT operations.This internship aligns with our broader talent strategy to build early-career pipelines, strengthen technical bench strength, and introduce future IT professionals to core enterprise systems.Role And Responsibilities Technical Support & TroubleshootingAssist with Service Desk teams in providing technical support for employees via phone, email, chat, and ticketing systemTroubleshoot issues related to:Windows OS and Office 365 applicationsPassword resets and account accessHardware (laptops, desktops, mobile devices, peripherals)Device network connectivityHelp escalate tickets to appropriate assignment group when needed.Participate in project related activities Ticket ManagementLog, track, and document all inquiries using the ServiceNow IT Service Management (ITSM) platformEnsure tickets are being addressed in a timely manner and follow established process workflowsAssist with categorizing, prioritizing, and routing technical issues Hardware & Asset SupportSupport imaging, setup, deployment, and collection of hardware for new hires and existing employeesMaintain inventory accuracy by updating asset information and tagging devices Onboarding & User SetupHelp prepare equipment and accounts for new employees during onboarding cyclesAssist with system access verification and setup tasks under direction of senior team members Knowledge Base & DocumentationContribute to updating internal knowledge articles, FAQs, and step-by-step guidesRecommend documentation improvements based on recurring user questionsMinimum QualificationsCurrently pursuing an associate’s or bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or a related field (or equivalent hands‑on experience)Strong customer service mindset with excellent communication skillsBasic understanding of computer hardware and software troubleshootingAbility to work independently and within a team in a fast‑paced environmentStrong attention to detail and willingness to learnFamiliarity with Windows 10/11 (preferred)Familiarity with ticketing systems such as ServiceNow, Freshservice, Zendesk, or similar (preferred)Familiarity with Office 365 applications (preferred)Familiarity with application client/server concepts (preferred)Familiarity with basic networking concepts (IP, DNS, DHCP, VPN) (preferred)Experience answering end‑user support questions through school help desks, volunteer work, or personal projects (preferred)Experience providing desktop support services both remotely and in‑person (preferred) Progress Review Weekly check‑ins to review progress, discuss questions, and provide guidance.Ongoing monitoring of task completion and development of new skills.Experience And Knowledge DevelopmentThe intern will gain real‑world exposure to IT Service Desk operations and best practices while learning how to support enterprise‑level systems and business‑critical applications. They will develop hands‑on troubleshooting skills across hardware, software, and network environments, and learn how to manage tickets, follow SLAs, and work within ITIL‑aligned processes. In addition, the intern will build cross‑functional understanding through collaboration with cybersecurity, infrastructure, and business applications teams. What Makes Fremont Bank Associates Thrive? Team Players who go above and beyond to support their colleaguesAction-Oriented professionals who challenge the status quo and seek improvementPurpose-Driven individuals who understand and champion the bank’s community impact Equal Opportunity Employer Fremont Bank is proud to be an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees, regardless of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected classification. Note to Search Firms: Fremont Bank does not accept unsolicited resumes from search firms or agencies without a signed service agreement. Unsolicited resumes will be considered the property of Fremont Bank, and no fees will be paid.