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Desktop Services Specialist II

Desktop Services Specialist II

East West BankEl Monte, CA, US
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Overview

To be considered for this role, candidates should have previous experience in customer service and support with a background in Information Technology support and service or related fields in education. This is a fast paced environment and requires the candidate to have a friendly demeanor, good communication skills, and the ability to work in a team environment at close quarters.

Desktop Support Technicians provide prompt and reliable technical assistance over the phone and through remote sessions to our East West Bank's users. We troubleshoot desktops, laptops, printers and peripheral devices. Additionally, we support our banking apps and software, in a Windows 10 environment. Attention to detail, great customer service, and a positive attitude under pressure is required. Mac literacy is required.

Responsibilities

  • Positive attitude
  • Excellent verbal and written skills
  • Create, track, follow up, and close tickets
  • Monitor time on calls, escalate as needed.
  • Quick response time during business hours
  • Document identified issues resolutions for Knowledge Base.
  • Applications and OS support (Office 365, Windows 10 and 11)
  • Equipment support (desktop, laptops, printers, scanners and peripherals)
  • Imaging, replacing and troubleshooting desktops and laptops as needed
  • Ability to travel locally as needed
  • Knowledge and familiarity with computer security, malware and threat awareness related

to supporting end user devices.

  • Strong skills associated with bridging technical problems that cross functions, such as

    • understanding cause and effect; root cause relationships for complex problems.

  • Equipment moves, including equipment breakdown, connect and cable management.
  • Site travel maybe required based on department needs for onsite equipment delivery and user training

    • Qualifications

  • Must be Mac literate
  • Must be able to pass background check
  • Valid driver’s license with a clean record (required for site travel)
  • Must be able to lift 40 LBS.
  • Educational background in IT or Customer Service Relations
  • 2 years' experience in customer support or equivalent.
  • Professional working proficiency in Mandarin and or Cantonese is a plus

    • Compensation

    The base pay range for this position is USD $30.00 / Hr. - USD $36.00 / Hr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.

    East West Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status. Reasonable accommodations for disability are provided to applicants and employees in accordance with applicable law.

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