Specialist III (IT - Infrastructure & Operations)

Position Function:

The Specialist III (IT – Infrastructure & Operations) answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. Specialist III provides support to our users in various areas including, but not limited to, user account management, hardware and software troubleshooting, and support for various bank system applications.

Performs all duties and interacts with internal and external customers in a manner that is expressly aligned with the Company's Core Values of approaching all actions with a “Voyaging Spirit” and being “Positively Ohana”. Exhibits core competencies that result in consistent delivery of positive Customer Interactions, Empowerment and Ownership and demonstrates key professional and performance skills such as Active Listening, effective Oral and Written Communication, Action and Solution Oriented and Thoroughness.

Primary Accountabilities:

• Help Desk Duties
  1. Act as the primary point of contact for customer technical support inquiries via phone or email.
  2. Conduct remote troubleshooting using diagnostic techniques and relevant questions.
  3. Identify the most effective solution based on customer-provided issue details.
  4. Guide customers through the solution process step-by-step.
  5. Escalate unresolved issues to higher-level support staff.
  6. Offer precise information about IT products and services.
  7. Document incidents, problems, and their solutions in logs.
  8. Perform follow-ups and update customer records and information.
  9. Relay customer feedback and suggestions to the relevant internal teams.
  10. Recommend enhancements to procedures based on observations and experiences.
  11. Sets up new user system profiles and accounts based on the eSP33 Request Form Information Security System Access Request forms.
  12. Provides after hours support for users for Password Resets and Trouble-Call Routing.
  13. Maintains record keeping for distributed technology equipment (projectors, laptops, external speakers, monitors, etc.)
  14. Manages the user provisioning database and assist users with creating user access requests.
  15. Travel between branches as necessary
• Administrative Duties
  1. Maintaining, printing, copying, filing and scanning of: Invoices, contract files, vendor service reports, visitor logs, hardware maintenance and repair logs, inventory tracking logs, various system auditing logs, timesheets and parking list reports.
  2. Annual review of Help Desk Administration SPM Manual.
  3. Maintains all Technology Purchase Orders from Opening to Closing
  4. File monthly technology reports: IDS Daily Report, Programs that Adopt QSECOFR Authority, , TSM Daily Backup and Validation Reports.
  5. Data input of all recurring invoices for technology services into tracking database.
  6. Employee Change Notification Process for user: Transfer, Promotion, Department Change, Supervisor Change and Job Title Change.
  7. Notifies IT Staff and all Business Unit Applications Administrator(s) of user(s) separating from the bank for proper access removal.
• Reporting, Analysis, and Evaluation
  1. Prepares standard statistical reports, such as help desk incident reports.
  2. Assist in analysis and evaluation of incident reports and make recommendations to reduce help line incident rate.
  3. Verifies inventory of Fiserv EFT and SWIFT Tokens on a monthly basis.
  4. Maintain bank’s technology fixed assets tags database for Technology equipment and send weekly updates to Controllers for upload to the Sendero Fixed Assets System.
• Vendor Management
  1. Calls software and hardware vendors to request service regarding defective products.
  2. Generating electronic eSP33’s and Work Order SP33, , Call Tickets, and purchase orders.
  3. Point-of-Contact for escorted visits for vendors at the Operations Center 4th Floor.
• Systems Security and Building Safety Administration
  1. Bank Systems Security Administration Administrator for over 52 applications.
  2. Reporting all building maintenance problems (sinks, toilets, water leaks, etc.) to Properties Division

Minimum Qualifications:

Education:

• High school diploma or GED required.

Experience:

• 3+ years of help desk administration related experience required.

Physical Requirements & Working Conditions:

• Must be able to perform light physical work and to move or lift items including but not limited to boxes, files and papers up to 20 pounds unless otherwise as indicated.
• Must be able to operate and proficiently use standard office equipment, including phone, copier, personal computer and/or other work related mechanical or electronic devices and applications.
• Must be able to clearly communicate verbally and in writing with all internal and external customers. Must also be able to hear sufficiently to engage in daily discussions and interactions.
• Must be able to read and understand bank-related documents.
• Must be able to work in a conventional office setting, involving sitting at a desk or workstation for long periods of time. Must also be able to adapt to different work environments as needed to perform the job.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.