Desktop Services Specialist II, Field Support

East West Bank • El Monte, CA

2d • Onsite

About The Position

The Desktop Services Specialist II, Field Support provides prompt, reliable onsite and remote technical support to associates, business units, and branch locations. This role is responsible for equipment installation, maintenance, troubleshooting, and customer service in a fast‑paced environment. The technician will support desktops, laptops, network switches, peripherals, banking applications, and core Windows-based systems while ensuring positive customer experience and high-quality service delivery.

Requirements

• 5 years of customer support/field services or IT-related experience.
• Strong troubleshooting and analytical skills with root-cause understanding.
• Ability to lift up to 40 lbs.
• Valid driver's license and ability to travel locally.
• Must be able to pass a background check.
• Must be authorized to work in the United States.
• Educational background in IT, Computer Science, or Customer Service.
• Applicants must have legal authorization to work in the United States.

Nice To Haves

• Professional working proficiency in Mandarin and or Cantonese is a plus.

Responsibilities

• Diagnose and resolve hardware, software, and peripheral issues onsite.
• Troubleshoot desktops, laptops, printers, scanners, and related equipment.
• Support Windows OS, Apple OS, Microsoft Office applications, and internal banking applications.
• Perform imaging, configuration, replacement, and repair of devices.
• Offer onsite assistance to Network Engineering teams as needed.
• Setting up new/replacing racked networking switches and routers
• Performing onsite repairs of racked network equipment
• Follow proper inventory handling, tagging and tracking
• Provide remote support for Network Engineering team
• Deliver, install, and set up new or replacement computers, printers, monitors and peripheral equipment.
• Manage equipment moves, disconnecting, reconnecting, and conducting cable management.
• Provide meeting and conference room setup, testing, and support.
• Travel locally to branch and office locations for onsite support.
• Maintain a friendly, professional demeanor in a fast-paced environment.
• Communicate clearly with users of all technical levels.
• Provide user training during installations or equipment delivery.
• Maintain strong customer focus with a positive attitude under pressure.
• Create, track, follow up on, and close work orders in a timely manner.
• Document solutions and update Knowledge Base articles.
• Follow proper inventory handling, tagging, and asset‑tracking procedures.
• Escalate issues appropriately when needed.
• Maintain awareness of current technology trends and equipment updates.
• May perform other duties as assigned

Benefits

• The base pay range for this position is USD $20.00/Hr. - USD $27.00/Hr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees