Desktop Services Specialist II East West Bank
El Monte, CA

Job Description

Introduction

For more than 40 years, East West Bank has served as a pathway to success. With over 130 locations across the U.S. and Greater China, we are the premier financial bridge between the East and West. Our teams of experienced, multi - cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities, and our sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, high-tech and aviation help build sustainable businesses and expand our employees' potential for career advancement.

Headquartered in California, East West Bank (Nasdaq: EWBC) is a top performing commercial bank with an exclusive focus on the U.S. and Greater China markets. With assets of $41 billion, we've ranked among the 30 largest banks in the United States. And since 2010, we have been recognized by Forbes as one of the top 15 best banks in America. With a strong foundation, and enterprising spirit and a commitment to absolute integrity, East West Bank gives people the confidence to reach further.

Overview

East West Bank is seeking a Desktop Services Specialist II. The Desktop Services Specialist II will provide prompt and reliable technical assistance over the phone, through remote sessions and in person 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 environment. We also support branch equipment and work closely with vendors for support. Attention to detail, great customer service, and a positive attitude under pressure is required.

Responsibilities

* Positive attitude• Excellent communication skills• Create, track, follow up, and resolve work orders.• Monitor time on calls, escalate as needed.• Quick response time during business hours and after-hours support• Document identified issues resolutions for Knowledge Base.• Applications and OS support (Office 365 and Windows 10)• Equipment support (desktop, laptops, printers, and scanners and peripherals)• 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.• Maintaining an understanding of top business trends, latest equipment, newest technologies• Meeting and Conference Room Support - Setup and test all required equipment before meeting or conferences as needed• Equipment moves, including equipment breakdown, connect and cable management.• Equipment delivery and user training

Qualifications

* Knowledge of the strategy, organizational authority, interdependence of job duties, systems,and services of the company.• Ability to interpret and apply company policies and procedures.• Knowledge of computer hardware components and their function relative to the overalloperation of the equipment.• Problem-solving skills.• Ability to define specifications from user requirements.• Prepares written materials to meet purpose and audience• Gives attention to detail and follows instructions.• Develops and maintains positive relationships with internal and external parties.• Works cooperatively and collaboratively within a group.• Effective time management; maximizes productivity.• Experiencing working with Ivanti LAN Desk a plus, but not required• Work with the asset management team to clearly report items in inventory, deployed equipment and recycled devices.• Handle projects independently and generate clear and concise reports.• Must have valid driver's license• Must be able to lift 40 LBS.• Educational background in IT or Customer Service Relations• 4 years of experience in customer support or equivalent.• 2 years of experience in Executive Support