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IT Help Desk Technician 2

Commonwealth Business Bank
Los Angeles, CA
  • Posted: over a month ago
  • Full-Time
Job Description

POSITION OVERVIEW

CBB Bank is a financial institution in Los Angeles. We are looking for a competent IT Help Desk Technician, Level 2, with advanced technical skills to provide fast and useful assistance to our users. You will respond to calls and help tickets on advanced technical issues and offer advice for resolution.
 
An IT Help Desk Technician 2 must have good technical knowledge and able to communicate effectively to understand the problem and explain its solution. The technician must also be customer-oriented and patient to deal with non-technical users.

 

This Technician will provide maintenance to the computer desktops and laptops by analyzing issues, resolving problems, installing hardware and software solutions, and supporting the IT Helpdesk team. The Technician will also be responsible for support of the Bank’s servers, printers, workstation connections and other ancillary related equipment. Tasks include end user support computer upgrades and advanced configurations. 

 

Level 2 technicians take queries from Level 1. This level of help mostly deals with in-depth troubleshooting and backend analysis. The Level 2 technician reviews the work order from a Level 1 specialist to determine how much support was provided, what the client issue is, and how long the client has worked with the Level 1 agent.

 

The Level 2 technician then communicates with the user for an in-depth analysis of the problem before providing a solution. If a solution is not available, the query moves up to Level 3 support. Level 2 support personnel have a good understanding of the company products and extensive experience in troubleshooting. Level 2 support technicians also have experience working with current Windows and IOS systems, in-depth training, and access to most company information systems.

 

Level 2 technicians are directly involved in implementing or installing the hardware or software and have experience with advanced usage of system products. 

 

POSITION RESPONSIBILITIES

  • Collect customer requests and data
  • Attend to customer phone calls
  • Respond to user emails and social media messages
  • Conduct advanced troubleshooting using queries to find the level of support needed
  • Create tickets for Level 3 support
  • Provide product information
  • Solve common problems such as username and passwords issues, menu navigation, verification of hardware and software, installation issues, and setup.
  • Modifies advanced configurations, utilities, software default settings, etc. for the local workstation 
  • Documents internal procedures 
  • Assists with onboarding of new users 
  • Ensures each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment 
  • Installs, tests and configures new workstations, peripheral equipment and software 
  • Maintains inventory of all equipment, software and software licenses 
  • Reports issues to the Service Desk for escalation to Level 3
  • Manages PC setup and deployment for new employees using standard hardware, images and software 
  • Assigns users and computers to proper groups in Active Directory 
  • Performs timely workstation hardware and software upgrades as required 
  • Train and mentor Level 1 Technicians

SKILLS / QUALIFICATIONS

  • Minimum three – five years’ experience as help desk technician supporting Windows and IOS operating systems and apps on an advanced level. 
  • Ability to work flexible hours in accordance with a banks schedule including holidays, and weekends.
  • Problem-solving skills and ability to research, diagnose, and implement effective solutions for basic technical issues
  • Good verbal and written communication skills with the ability to communicate effectively with non-technical users
  • Ability to handle multiple assignments
  • Advanced analytical skills, able to deconstruct information into smaller categories to draw conclusions
  • Attention to detail and organization
  • Proficient with MS-Officer, Windows and IOS products
  • Ability to work individually or in a group setting
  • Results driven and team oriented
  • Good verbal and written skills and ability to communicate with technical and non-technical users
  • Able to work on multiple assignments
  • EDUCATION / EXPERIENCE 
  • High School diploma or equivalent 
  • Windows: 2 years 
  • Active Directory: 1 year
  • Acceptable Certifications or Certifications In-process taken into consideration but not necessarily required
    1. Network+            
    2. IT Fundamentals 
    3.  A+ 
    4. Security+ 
    5. Microsoft Fundamentals 
    6. Server+

Commonwealth Business Bank

Address

Los Angeles, CA
90010 USA

Industry

Technology

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