IT Operations Engineer

Workway, Inc.•Los Angeles, CA

About The Position

The IT Operations Engineer provides technical support and operational assistance for a California-chartered commercial bank headquartered in Southern California. The role responds to user requests, installs and maintains hardware and software, troubleshoots technical issues, supports banking and financial applications, and assists with network operations, documentation, asset inventory, and IT projects. The position works with IT Operations teammates and assists the Head of IT and other supervisors. It requires compliance with bank policies and regulatory requirements and may require work outside normal business hours and travel to bank data centers and branch locations.

Requirements

High school diploma or associate degree, or an equivalent combination of relevant education and direct experience.
5+ years of IT helpdesk or technical support experience (preferred).
2+ years of experience supporting IT applications, specifically Client Premier and related financial platforms (preferred).
Proficiency in Client Premier Core, Business Analytics, BPM, and related reporting tools.
Solid understanding of Windows and macOS operating systems, Microsoft Office Suite, Active Directory, Windows Server environments, and core networking concepts, including TCP/IP, DNS, and DHCP.
Solid experience with PC imaging tools and maintaining standard deployment images.
Practical technical troubleshooting skills across networks, hardware, and system environments.
Ability to work outside normal business hours when required, including occasional evenings and weekends.
Strong organizational, multitasking, and interpersonal skills.
Ability to work effectively with minimal supervision in a deadline-driven environment.
Strong written and verbal communication skills and ability to collaborate with internal departments, stakeholders, and external vendors.
Willingness and ability to travel to assigned bank data centers and branch locations as necessary.
Openness to taking on extended technical and operational duties as business needs evolve.

Responsibilities

Respond promptly and professionally to technical assistance requests in person, by phone, or electronically.
Install, configure, and update computer hardware, operating systems, and software.
Support and maintain bank hardware, including PCs, laptops, printers, scanners, VoIP phones, and other enterprise technology.
Support and maintain bank software, including Microsoft Windows, Microsoft 365, routine system patching, Client Premier banking applications, Client Business Analytics, and other financial platforms.
Diagnose, troubleshoot, and resolve hardware, software, network, and peripheral equipment issues.
Research complex technical questions using knowledge bases, technical resources, and documentation.
Provide technical guidance, troubleshooting tips, and training to end users on software, hardware, and network systems.
Follow standard IT, helpdesk, and incident-management procedures.
Log helpdesk tickets accurately and collaborate with IT teams to escalate and resolve complex technical issues.
Maintain an accurate inventory of corporate technology assets and equipment.
Assist with day-to-day computer network operations and monitoring.
Develop and maintain training materials, procedures, user manuals, and knowledge base documentation.
Collaborate with IT Operations teammates to share knowledge and support the team's skills and tools.
Assist the Head of IT and other supervisors with operational support, application management, and project execution.
Manage and prioritize daily technical assistance requests to meet task and service-level agreement requirements.
Keep track of emerging technology trends and best practices in IT and banking application support.
Comply with bank policies, procedures, and regulatory requirements, including Bank Secrecy Act, Anti-Money Laundering, and Code of Conduct requirements, and complete mandatory compliance training on time.
Perform other related tasks and operational projects as assigned by the team lead, manager, or Head of IT.