IT Help Desk Technician 2
- Expired: January 05, 2022. Applications are no longer accepted.
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.
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
Commonwealth Business Bank
AddressLos Angeles, CA
TechnologyView all jobs at Commonwealth Business Bank