Service Desk Support Specialist (TEMP Up to 90 Days)

Banc of California•Santa Ana, CA

5h•$47,840 - $54,080•Onsite

About The Position

The Service Desk Support Specialist is responsible for providing technical support to users of the company’s network, software, and computer systems, performing routine Service Desk tasks, and participating in special department projects as necessary. The Service Desk Support Specialist ensures the company's systems are operating in a secure and stable manner as directed. The Service Desk Support Specialist performs all duties in accordance with the company’s policies and procedures and all U.S. state and federal laws and regulations wherein the company operates.

Requirements

Associates degree (AA) or equivalent is preferred.
A minimum of 2 years of related experience and/or training.
Work related experience should consist of a technical background in information resources, technology, products, or services.
3+ years of providing a strong level of customer service in a high-performance environment.
2+ years of experience working as an IT helpdesk Tier 1 or higher technician.
Basic experience, knowledge, and training in Information Technology department operations, voice and data communications, troubleshooting techniques, software and hardware support, and network administrative programs and resources.
Must be positive, friendly, patient, flexible, teachable, and organized as well as possess exceptional oral, written, and interpersonal skills.
Advanced skills in computer terminal and personal computer operation; Microsoft Office applications including but not limited to: Word, Excel, PowerPoint, and Outlook.
Upon hire, has the ability to continually demonstrate knowledge of, adherence to, monitoring, and responsibility for compliance with state and federal regulations and laws as they pertain to this position including but not limited to the following: Regulation Z (Truth in Lending Act), Regulation B (Equal Credit Opportunity Act), Fair Housing Act (FHA), Home Mortgage Disclosure Act (HMDA), Real Estate Settlement Procedures Act (RESPA), Fair Credit Reporting Act (FCRA), Bank Secrecy Act (BSA) in conjunction with the USA PATRIOT Act, Anti-Money Laundering (AML) and Customer Information Program (CIP), Right to Financial Privacy Act (RFPA, state and federal), and Community Reinvestment Act (CRA).
Position requires the employee to report to work at the corporate office five days a week.

Nice To Haves

Experience working in a federally regulated financial institution a plus.
CompTIA A+ certified or similar a plus.

Responsibilities

Fields incoming technical incident requests via phone, email, chat, and ticket, resolving upon first contact with the user or escalating to the appropriate group according to established incident management procedures.
Provides direct support to users for the company’s networks, software, and computer systems.
Provides step-by-step technical instruction and support.
Troubleshoots and resolves problems within privileged authority and in cooperation with other IT groups.
Accurately logs issues into the company’s ticketing software to ensure events are properly reported and resolved within established service level guidelines.
Responds to inquiries and refers issues to the appropriate department or person and exhibits the necessary follow through with users and/or staff involved.
Assists in deploying hardware and software updates and other patch management directives.
Documents procedures, how-to’s, and common solutions as articles to be included into a knowledgebase system used by IT staff as well as end users.
Assists in special projects and tasks of a diverse nature for the department under the direction of the Chief Information Officer.
Participates in Critical Incident Management and Problem Management activities as needed.
Treat people with respect; keep commitments; inspire the trust of others; work ethically and with integrity; uphold organizational values; accept responsibility for own actions.
Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.
Follows policies and procedures; completes tasks correctly and on time; supports the company’s goals and values.
Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions.
The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one’s own actions and conduct.
Follow all established policies and procedures.
Performs other duties and projects as assigned.