Job details

Desktop Services Specialist II

Introduction:

Since 1973, East West Bank has served as a pathway to success. With over 120 locations across the U.S. and Asia, we are the premier financial bridge between the East and West. Our teams of experienced, multi-cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities, and our sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, and high-tech help build sustainable businesses and expand our associates’ potential for career advancement.

Headquartered in California, East West Bank (Nasdaq: EWBC) is a top performing commercial bank with an exclusive focus on the U.S. and Asia markets. With a strong foundation, and enterprising spirit and a commitment to absolute integrity, East West Bank gives people the confidence to reach further.

Overview:

To be considered for this role, candidates should have previous experience in customer service and support with a background in Information Technology support and service. This is a fast-paced environment and requires the candidate to have a friendly demeanor, excellent communication skills and more importantly the ability to work independently and to make correct decisions based on the information on hand.

Desktop Services Field Services Specialist provides prompt and reliable technical assistance to our associates, business units and branches. The DS Field services specialist delivers and sets up equipment, replaces equipment and troubleshoot desktops, laptops, printers and peripheral devices.
Additionally, field techs support our banking apps and software, and help on the call center during the morning hours. Attention to detail, great customer service, and a positive attitude under pressure is required.

Responsibilities:

Positive attitude
Excellent communication skills
Create, track, follow up, and close work orders.
Monitor time on calls, escalate as needed.
Quick response time during business hours and after hours support
Document identified issues resolutions for Knowledge Base.
Applications and OS support (MS Office 365, Windows 10)
Equipment support (desktop, laptops, printers, and scanners and peripherals)
Imaging, replacing and troubleshooting desktops and laptops as needed
Knowledge and familiarity with computer security, malware and threat awareness related to supporting end user devices.
Strong skills associated with bridging technical problems that cross functions, such as understanding cause and effect; root cause relationships for complex problems.
Meeting and Conference Room Support- Setup and test all required equipment before meeting or conferences as needed
Equipment moves, including equipment breakdown, connect and cable management.
Equipment delivery and user training
Call center support during early morning hours
Self-motivated
Pride and commitment in their role as Field Services Tech

Qualifications:

Must be able to pass background check

Must have valid driver's license
Must be allowed to work in the United States
Must be able to lift 40 LBS.

Travel:

Travel to local branches

Education:

Educational background in IT or Customer Service Relations
5 years of experience in customer support or equivalent.

Compensation: The base pay range for this position is USD $31.00/Hr. - USD $38.00/Hr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.

By East West Bank

The mission of East West Bank is to deliver customer-aligned financial and associated services to a diverse customer base. We enhance the value we provide to customers, shareholders, and employees, by consistently delivering solutions that leverag...

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FUNDING

Private

INDUSTRY

Banking & Lending

TEAM SIZE

1001-5000

LOCATION

Hybrid, based in Pasadena, CA

DATE POSTED