Technician IT Desktop Support

Bank of Hawaii•Honolulu, HI

11d

About The Position

Under the direction of the Manager, responsible for the installation, configuration, testing, and production support of endpoint devices, including personal computers, desktop telephones, and cell phones. Responsibilities Production Maintenance: Supports production environment in relation to desktop personal computers, desktop telephones, cell phones, and any other endpoint devices. Logs/tracks problems, responds to questions/support requests, and meets established service levels. Handles customer requests for telecommunications support. Assesses impact of user problems. Assigns outstanding problems to appropriate support team, ensures priorities/deadlines are established. Follows-up according to procedures and confirms resolution with user prior to closing reports. Monitors endpoint device performance levels and develops appropriate alerting/reporting processes. Implements program/system updates and enhancements in accordance with policies and IT standards. Assists in endpoint device updates, and ensures processes are in place so similar updates are applied to underlying infrastructure and associated interfaces. Maintains documentation of IT procedures, system configuration standards, maintenance, and upgrades. Maintains knowledge of assigned products and services. Follows risk management guidelines and procedures, ensuring compliance. Implementation: Implements and maintains endpoint devices as specified by a set of requirements. Develops and maintains documentation of all technical development and subsequent revisions. Maintains and enhances third-party software. Plans/executes endpoint device installations and upgrades, including security and program configuration and maintenance for business applications and databases in production, development, test, and disaster recovery environments. Systems Analysis: Provides systems and/or process analysis and design to meet functional and organizational requirements. Incorporates BOH information security policies and procedures into all system designs and the reuse of existing components within designs where feasible and efficient. Supports full systems life cycles which include hardware or software replacement and redesign. Testing: Adheres to test plans, incorporating Corporate Testing Standards. Independently performs testing activities. Identifies and defines processes for acceptance testing and reviewing results. Ensures results are documented and approvals are received. Analyzes problems and ensures resolution. Participates in the development of application recovery plans, ensuring they are reviewed, tested, and documented accordingly. Vendor Management: Serves as a primary interface with vendors/service providers, ensuring maintenance of vendor and Bank relationships. Assists in managing vendor to deliver agreed-upon service levels and delivery commitments related to systems performance. Initiates communication with vendor and, if any, escalates with vendor management for problem resolution. Assists in the development of Request for Information (RFIs), Request for Proposal (RFPs), and business cases. Participates in evaluation of vendor proposals and performance. Leadership: Participates in team events and projects. Educates users on endpoint devices, and acts as an IT consultant. Provides cross training with other team members to maintain effective back up. Participates in the evaluation and implementation of new technology. Takes initiative to become educated and knowledgeable on topics that pertain to technology and role. Monitors trends and new developments in specific technologies. Develops and communicates career goals to management, works with management to develop plan for achieving career objectives. Participates in interviews and selection of prospective new staff members. Business Partnership: Maintains a positive business relationship with business units/partners. Understands business strategy and provides input in support of those strategies. Communicates project status and schedules proactively. Performs all other miscellaneous responsibilities and duties as assigned.

Requirements

Bachelor’s degree from an accredited institution or equivalent work experience. Level is dependent on years of experience and size/complexity of prior positions held.
Minimum of 0 – 2 years of work experience in information technology supporting endpoint devices.
Demonstrated proficiency and expertise with personal computers in a networked environment and with Microsoft applications (Outlook, Word, Excel, Access, PowerPoint and SharePoint) or similar software.
Knowledge of or ability to use Bank software and systems.
Basic knowledge and experience in Windows systems administration, systems monitoring, troubleshooting, installing and configuring Windows, and patching and securing the Windows Operating System.
Basic knowledge of server virtualization concepts, imaging, and configuration management.
Basic scripting knowledge such as Windows PowerShell, VBScript, and DOS.
Knowledge and understanding of industry trends and new technologies and ability to apply this to day-to-day work activities.
Excellent oral and written communication skills.
Effective interpersonal skills and collaborative style to include teamwork and team building ability.
Understanding of contractual agreements.
Ability to work independently and drive assigned tasks through to completion.
Understands the discipline of business process management.
Effective conflict management and negotiating skills.
A self-starter with a strong willingness to learn and accept instruction.
Capacity to take initiative, and ability to accept change and adapt to shifting priorities.
Willingness to identify problems and come up with creative solutions.
Willingness to become a 'subject matter expert' in multiple support areas.
Possess critical thinking, analytical ability, and problem solving skills.
Able to think and react positively and professionally even in stressful situations.
Effective time management and prioritization skills.
Ability to work flexible hours including holidays, weekends and evenings as needed and assigned.
As a Bank of Hawaii employee, you ensure (or assist with ensuring) compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.

Responsibilities

Supports production environment in relation to desktop personal computers, desktop telephones, cell phones, and any other endpoint devices.
Logs/tracks problems, responds to questions/support requests, and meets established service levels.
Handles customer requests for telecommunications support.
Assesses impact of user problems.
Assigns outstanding problems to appropriate support team, ensures priorities/deadlines are established.
Follows-up according to procedures and confirms resolution with user prior to closing reports.
Monitors endpoint device performance levels and develops appropriate alerting/reporting processes.
Implements program/system updates and enhancements in accordance with policies and IT standards.
Assists in endpoint device updates, and ensures processes are in place so similar updates are applied to underlying infrastructure and associated interfaces.
Maintains documentation of IT procedures, system configuration standards, maintenance, and upgrades.
Maintains knowledge of assigned products and services.
Follows risk management guidelines and procedures, ensuring compliance.
Implements and maintains endpoint devices as specified by a set of requirements.
Develops and maintains documentation of all technical development and subsequent revisions.
Maintains and enhances third-party software.
Plans/executes endpoint device installations and upgrades, including security and program configuration and maintenance for business applications and databases in production, development, test, and disaster recovery environments.
Provides systems and/or process analysis and design to meet functional and organizational requirements.
Incorporates BOH information security policies and procedures into all system designs and the reuse of existing components within designs where feasible and efficient.
Supports full systems life cycles which include hardware or software replacement and redesign.
Adheres to test plans, incorporating Corporate Testing Standards.
Independently performs testing activities.
Identifies and defines processes for acceptance testing and reviewing results.
Ensures results are documented and approvals are received.
Analyzes problems and ensures resolution.
Participates in the development of application recovery plans, ensuring they are reviewed, tested, and documented accordingly.
Serves as a primary interface with vendors/service providers, ensuring maintenance of vendor and Bank relationships.
Assists in managing vendor to deliver agreed-upon service levels and delivery commitments related to systems performance.
Initiates communication with vendor and, if any, escalates with vendor management for problem resolution.
Assists in the development of Request for Information (RFIs), Request for Proposal (RFPs), and business cases.
Participates in evaluation of vendor proposals and performance.
Participates in team events and projects.
Educates users on endpoint devices, and acts as an IT consultant.
Provides cross training with other team members to maintain effective back up.
Participates in the evaluation and implementation of new technology.
Takes initiative to become educated and knowledgeable on topics that pertain to technology and role.
Monitors trends and new developments in specific technologies.
Develops and communicates career goals to management, works with management to develop plan for achieving career objectives.
Participates in interviews and selection of prospective new staff members.
Maintains a positive business relationship with business units/partners.
Understands business strategy and provides input in support of those strategies.
Communicates project status and schedules proactively.
Performs all other miscellaneous responsibilities and duties as assigned.