• Desktop Service Specialist I

    Location US-CA-El Monte
    Job ID
    2018-6266
    Category
    Information Technology
    Position Type
    Full-Time
  • Overview

    For more than 40 years, East West Bank has served as a pathway to success. With over 130 locations across the U.S. and Greater China, 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. Our sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, technology, and aviation help build sustainable businesses and expand our employees’ 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 assets of $37.7 billion, we’re currently ranked among the 30 largest banks in the U.S. and top 5 in “America’s 100 Best Banks” by Forbes, a list where we've consistently been in the top 15 since 2010. With a strong foundation, an enterprising spirit and a commitment to absolute integrity, East West Bank gives people the confidence to reach further.

    What We Are Looking For:

    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.

    Job Summary:

    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.

    Responsibilities /Expectations:

    • Positive attitude
    • Excellent verbal and written skills
    • Create, track, follow up, and close work orders.
    • Monitor time on calls, escalate as needed.
    • Quick response time during business hours
    • Document identified issues resolutions for Knowledge Base.
    • Applications and OS support (MS Office 2016/Office 365, Windows 10)
    • 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.
    • Maintaining an understanding of top business trends, latest equipment, newest technologies
    • 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

    Required:

    • Must be able to pass background check
    • Must have valid California class C driver's license
    • Must be allowed to work in the United States
    • Must be able to lift 40 LBS.

    Education:

    • Educational background in IT or Customer Service Relations
    • 2 years' experience in customer support or equivalent.
    • Mandarin/Cantonese speaking a plus but not required.

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