Temp-Desktop Services Specialist II

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 Greater China markets. With a strong foundation, and enterprising spirit and a commitment to absolute integrity, East West Bank gives people the confidence to reach further.

To be considered for this role, candidates should have a minimum of 10 years previous experience in customer service and support with a background in Information Technology support and service or related field. This is a fast-paced environment and requires the candidate to have a friendly demeanor, excellent communication skills, and the ability to work in a team environment at close quarters and make correct decisions based on the information on hand. Candidate needs to be a self-starter, actively looking to support their assigned location, without day-to-day direction from management.

East West Bank is looking for a Desktop Services Support Tech II. This person will report to the FVP, Desktop Services Manager. The Desktop Services Support Technician will support their assigned location in troubleshooting associates’ devices, finding solutions, guiding, and training associates. They will support the call-center staff on an as-needed basis, and work with other IT Operations teams, such as Telecom, Networking and the Network Operations Center. Prospective candidates should be able to manage and work with multiple vendors. Attention to detail, organization skills, stellar customer service and a positive attitude are all required for this
position.

• 7x24 support for executives, possibly by phone after hours;
• Quick response time during and after business hours
• Equipment support including desktop, laptops, printers, scanners and mobile devices
• Administration of video conferencing equipment, infrastructure, and management system
• Meeting and Conference Room Support – Setup and test all required equipment before
  meeting or conferences (available laptop/desktops, LCD, projector, etc)
• Coordinate with external vendors for augmentation of audio/video services for large or
  unique events
• Windows OS support, 3rd party packaged software (MS Office, Edge, Adobe Acrobat, etc.)
  and banking specific applications
• Knowledge and familiarity with computer security, malware and threat
  detection/awareness/removal related to supporting end user devices.
• Imaging, replacing, and troubleshooting desktops and laptops
• Ability to travel locally to various offices/branches
• Strong skills associated with explaining technical problems, understanding cause and
  effect, and root cause relationships for complex IT issues
• Team player who can work well with and complement other IT staff when identifying,
  troubleshooting, and resolving any and all types of issues (executive support, network,
  database, email, cell phones, facilities, etc)

• Must pass background check
• Must have valid CA driver’s license
• Must be allowed to work in the United States
• 10 years’ experience in a desktop support environment