Help Desk Technician II
About The Position
The Help Desk Technician II joins First Hawaiian Bank’s Help Desk team to deliver first-level call handling while continuously monitoring and maintaining critical banking systems in a 24x7x365 production environment. The role requires strong communication, self-motivation, and experience with monitoring tools, task scheduling, and administrative procedures across Microsoft and Unix/Linux platforms. The hourly pay range is $24.25 to $28.50, commensurate with experience. The regular schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m., though shifts may vary. The position also participates in an on-call rotation to support 24/7 coverage.
Requirements
- Two years of experience in Network or Service Operations, technical troubleshooting, customer support, monitoring systems, and ticket and incident management resolution and escalation processes.
- Associate’s degree in a Computer Science or Technology discipline, technical certifications in Microsoft, Cisco, or Unix/Linux technologies, ITIL, or CompTIA, or equivalent work experience.
- Proficiency with Microsoft Windows Server and/or Unix/Linux operating systems.
- Hands-on experience using monitoring platforms such as SolarWinds, Nagios, or Splunk.
- Familiarity with task scheduling software such as cron or Windows Task Scheduler.
- Strong verbal and written communication skills.
- Ability to work independently and prioritize multiple incidents.
- Understanding of networking basics, including TCP/IP, DNS, and DHCP.
- Experience with ticketing systems such as ServiceNow or JIRA.
- Commitment to a 24x7 on-call rotation schedule.
Responsibilities
- Answer and resolve Tier II support calls and tickets promptly.
- Monitor system health using enterprise monitoring tools and respond to alerts.
- Schedule and execute routine maintenance tasks and patches.
- Escalate complex incidents to senior engineering teams following defined procedures.
- Document troubleshooting steps, resolutions, and knowledge-base articles.
- Maintain user access controls and perform routine account administration.
- Assist with the on-call rotation to ensure 24/7 coverage.
- Collaborate with cross-functional teams to improve service reliability.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
