Help Desk Technician II
Irvine, CA

Job Description

Overview

Reporting to the Service Desk Manager, this position provide Tier I and Tier II support for all computer systems issues raised, both by phone, remotely and in person via the ticketing system. Monitors, investigates and facilitates the resolution of production system problems through the evaluation of hardware and software issues at primary work location and by visiting remote site offices.

Responsibilities

* Manage incidents from first client contact through resolution, utilizing best practices methodology and providing corresponding documentation. Provide phone, remote and in-person support. Engage other Team Members or manage third-party resources when necessary.
* To accurately record, update and document requests using the IT service desk ticketing system (Track-it).
* Suggests, procures and implements software solutions to accommodate the security and management of users and equipment.
* Collaborates with the IT Security Team to support end users with additional access rights.
* Assist with New Hire Process and installation of any IT equipment necessary or recommended.
* Create documentation for IT procedures and team member reference guides
* Follow policies and procedures by working with Managers and data/process owners to provide required user job functionality. Facilitate internally and externally originated compliance and security audits as needed.
* Manage the "software development life cycle" (SDLC), process for hardware through acquisition, deployment and disposal by performing inventory, asset tagging, tracking and refresh.
* Responds to multiple simultaneous telephone calls, emails and onsite requests for technical support.
* Perform work area setup from desktop imaging to user workstation support. This includes PC, laptop, printers, copiers, scanners, ATMs and other electronic equipment. Facilitate all home location and remote site location installations, relocations and acquisitions working with third-party vendors as needed.
* Weekend on Call rotation may be required as well as flexible schedule due to changes in business needs (weekends/after hours, etc). Must have schedule flexibility to work an 8 hour shift between 7am to 6pm.
* Knowledge and Experience with Active Directory (AD) is required.
* SCCM imaging and deployment experience is highly recommended but not required.
* Responsible for adherence to all compliance programs, including but not limited to, completion of all required and assigned training modules by established due dates.
* Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility. May perform other duties as assigned.

Qualifications

Knowledge and Skills:

* Well developed analytical and problem-solving skills with the technical background that allows the capacity to understand complex technical issues.
* Excellent interpersonal and customer service skills and the ability to be a team player.
* Excellent verbal and written communication skills. In-depth knowledge of the Microsoft Windows environment.
* Ability to work in a fast-paced/dynamic environment, prioritize/organize work, with careful attention to details.

Education and/or Experience:

* Five (5) plus years of experience in a related technical field. High School diploma or equivalent required. Prior experience with banking industry protocol and systems is preferred but not required. TrackIT ticketing system, working knowledge of VMWare Virtual Desktop (VDI),Checkpoint, Symantec PGP, and PDQ knowledge is preferred but not required.