Desktop Services Specialist II

Since 1973, East West Bank has served as a pathway to success. With over 110 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 a strong foundation, an 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 previous experience in customer service and support with a background in Information Technology support and service or related fields in education. This is a fast paced environment and requires the candidate to have a friendly demeanor, good communication skills, and the ability to work in a team environment at close quarters.

Desktop Support Technicians provide prompt and reliable technical assistance over the phone and through remote sessions to our East West Bank's users. We troubleshoot desktops, laptops, printers and peripheral devices. Additionally, we support our banking apps and software, in a Windows 10 environment. Attention to detail, great customer service, and a positive attitude under pressure is required. Mac literacy is required.

• Positive attitude
• Excellent verbal and written skills
• Create, track, follow up, and close tickets
• Monitor time on calls, escalate as needed.
• Quick response time during business hours
• Document identified issues resolutions for Knowledge Base.
• Applications and OS support (Office 365, Windows 10 and 11)
• Equipment support (desktop, laptops, printers, scanners and peripherals)
• Imaging, replacing and troubleshooting desktops and laptops as needed
• Ability to travel locally 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.
• Equipment moves, including equipment breakdown, connect and cable management.
• Site travel maybe required based on department needs for onsite equipment delivery and user training 

• Must be Mac literate
• Must be able to pass background check
• Valid driver’s license with a clean record (required for site travel)
• Must be able to lift 40 LBS.
• Educational background in IT or Customer Service Relations
• 2 years' experience in customer support or equivalent.
• Professional working proficiency in Mandarin and or Cantonese is a plus