Service Desk Level 2

Farmers and Merchants Bank of Long Beach•Seal Beach, CA

3d•$25 - $38•Hybrid

About The Position

This hands-on technical position will diagnose, resolve and respond to IT incidents and service requests, priorities, and goals in a MS Windows/Cisco based environment locally and at the branch level. Technical responsibilities include (but not limited to) support and administration for computing hardware and systems, packaged software, peripheral equipment, proprietary software, and network connectivity to ensure the efficient and successful operations of IT automation in accordance with compliance regulations, Information Security, and IT standards, practices, policies, and procedures.

Requirements

Requires a BA/BS in Related Field. Relevant work experience may substitute for required education.
IT Support Technician II for a Tier II Helpdesk with 3+ Years hands-on experience imaging, repairing and troubleshooting Computer Hardware (Desktops/Laptops/Peripherals) and Software applications
Working knowledge of Help Desk/Customer Support center operations
Comprehensive “hands-on” troubleshooting skills with various hardware and software products including (but not limited to): 32-/64-bit platforms (mobile and stationary), HP, Xerox & Ricoh printers, capture scanning systems, encryption, wired & wireless equipment, VoIP, Citrix, VPN, desktop firewall, Antivirus, MS Windows, MS Office Suite. Mobile IPhone devices and Linux, MS Sharepoint, Cloud Services, Active Directory, Group Policies.
Strong customer and technical support experience, supporting bank associates are non-technical.
Familiarity with IT Service Management tools i.e. Zendesk
Comprehensive troubleshooting skills of various hardware and software products including: Microsoft, OneNote, Antivirus, encryption, wireless, Citrix, laptops/desktops, and network Printers
Strong sense of customer/solution ownership, an overall drive for excellence, and a proven ability to manage multiple projects to successful completion
Well-versed/practiced in current IT technical standards and best practices (ITIL) relating to micro-computers, printers, scanners, and basic network technology
Superior customer service and communications skills along with ability to drive productive team collaboration and participating in on call support rotation
Ability to escalate advanced technical problems to higher tier support levels.
Proficient in basic networking protocols and standards
Knowledge of AD, Exchange, VPN, routers, and wireless internet access
Knowledge in troubleshooting a Citrix environment
Must be a fast learner who can adapt to a fast paced environment
Must have excellent written and verbal communication skills with technical and non-technical personnel
Ability to work in a team environment, yet autonomously with self-motivation, including keeping forward momentum on projects and working with team members to achieve a common goal
Must be able to multi-task and change priorities base on criticality
Knowledge of hardware/software installation and troubleshooting
B.S. in related field or three years of experience in specialized field of helpdesk support. Relevant and equivalent experience may be substituted for degree requirement.
Ability to react to customer issues and formulate resolutions quickly.
CompTIA Network+
CompTIA A+
CompTIA Security +
HDI SCA (Support Center Analysis)
Experience with Zendesk ticketing system

Nice To Haves

ITIL Foundation Certification in IT Service Management (Desired)
MCP or similar certifications are preferred.

Responsibilities

Monitoring and maintaining assigned Zendesk tickets on a daily basis.
Adhere to the departments published SLAs as it relates to review and proper escalation of tickets based on severity of tickets and priority level.
Responsible for the setup, configuration, repair, break/fix, moves/add/changes and integration of new and existing computing hardware, software, networking, telecommunications (VoIP handsets and systems) and other computer-related technologies and peripherals
Provide basic network support ensuring desktop and other networked peripherals full connectivity
Perform preventative maintenance and setup for a variety of computer related equipment and locations, including audio-visual conferencing systems and conference rooms
Responsible for providing outstanding customer-centered quality support and service ensuring the highest levels of customer satisfaction
Address/resolve IT incidents/service request and/or escalate to the appropriate upper Tier IT teams when necessary; promptly enter/prioritizes/track/monitor/update and follow-up/ close all tickets received via the Helpdesk tracking system, telephone calls and/or personnel “walk-ups”
Ensures the banks and clients data is kept secure and confidential.
Support organizational efforts and maintaining policies and procedures in the IT Department
Assist with the creation and maintenance of IT systems documentation
Perform on-call "after-hours" support based on a staff rotation as/when required
Identify and resolve user problems and concerns associated with all IT applications, computer equipment, hardware, and software
Serve as liaison between staff and upper-level IT Department personnel
Plan, install, coordinate desktop and peripheral equipment for users
Maintain user hardware and software
Clean, modify and repair computer hardware.
Build desktops and laptop per specification.
Will ensure, daily that audio/video equipment operate with computers in classrooms and meeting rooms and are in good operation for faculty use.
Enter all call, on-site, and e-mail activity into online ticketing system
Clearly document ongoing support issues in knowledge base documentation.
Provide a high level of customer support at all times
Adhere to the Banks clean desk policy
Performs other duties as assigned.
When scheduled for on-call duty, responsible for all end-user support after hours, and ensuring that response times and service levels are within the guidelines established by management. Service Desk personnel must ensure that cell phones are on and available in the event of end-user support call or outage alert via text message. Service Desk personnel may be expected to be available to respond to critical situations, even if not scheduled for on-call duty.
Complies with all State and Federal Banking regulatory requirements, including but not limited to: BSA, Anti-Money Laundering OFAC, CIP, Financial Elder Abuse Reporting, Sexual Harassment, Information Security and privacy requirements. This position will elevate suspicious activity to supervisory staff and/or BSA department. Completes compliance and other technical training workshops as assigned.