Help Desk Technician II

First Hawaiian Bank • Honolulu, HI

2d

About The Position

The Help Desk Technician II joins First Hawaiian Bank’s Help Desk team to provide first-level call handling while continuously monitoring and maintaining critical banking systems in a 24x7x365 production environment. The position calls for strong communication and self-motivation, along with experience using 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 stated work schedule is Monday through Friday, 7:00 a.m. to 4:00 p.m., though shifts may vary. The role also participates in an on-call rotation to support 24/7 coverage.

Requirements

• At least 2 years of experience in Network or Service Operations, technical troubleshooting, customer support, monitoring systems, and ticket and incident management resolution and escalation processes.
• An 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 according to 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree