End User Support Technician - IT - Infrastructure & Operations

Position Function:

The End User Support Technician is responsible for providing essential technical support and assistance to bank employees who are experiencing technical issues with hardware, software, or network systems. This role involves troubleshooting, diagnosing, and resolving technical problems, ensuring that end users can maintain productivity by resolving issues efficiently and effectively. End User Support Technicians are expected to handle and advise on escalated requests or incidents and are responsible for software and hardware configuration and installation. This position requires traveling to other locations and branches for on-site support as needed.

Performs all duties and interacts with internal and external customers in a manner that is expressly aligned with the Company's Core Values of approaching all actions with a “Voyaging Spirit” and being “Positively Ohana”. Exhibits core competencies that result in consistent delivery of positive Customer Interactions, Empowerment and Ownership and demonstrates key professional and performance skills such as Active Listening, effective Oral and Written Communication, Action and Solution Oriented and Thoroughness.

Primary Accountabilities:

• Deliver responsive technical support to end users via phone, email, chat, and in-person assistance.
• Diagnose and resolve hardware, software, and network-related issues, documenting incidents in the incident tracking system and managing service requests through the request tracking system.
• Install, configure, and support operating systems and business applications to ensure reliable end[1]user computing environments.
• Add, change, or relocate office related equipment, such as, workstations, VDIs, monitors, iPads/ tablets, printers, copiers, etc.
• Log, track, and manage incidents and requests, ensuring timely resolution in accordance with established Service Level Agreements (SLAs).
• Maintain clear, professional communication with end users and IT staff, providing regular status updates and confirming successful issue resolution.
• Assess, prioritize, and escalate complex or unresolved issues to senior technical staff or appropriate teams as required.
• Perform routine system maintenance and ensure operating systems and applications are kept current with updates and patches.
• Support hardware deployment, installation, repair, and troubleshooting, including desktops, laptops, printers, UPS devices, and related peripherals, ensuring users are properly equipped to perform their job functions.
• Provides service desk support after hours, weekends, and holidays on a rotation basis.
• Builds positive and effective relationships with business teams and stakeholders. 15% Primary Accountabilities
• Provide training to end users on basic system functionality, troubleshooting steps, and usage of software tools. Create user documentation or knowledge base articles to assist in self-service troubleshooting.
• Document issues and solutions within ticketing systems or knowledge bases to improve future support efforts.
• Maintain inventory of IT assets, including hardware, software, and licenses. Assists with procurement services for the end-user community.
• Support IT projects, including but not limited to office moves, data recovery efforts, hardware and software testing, product and platform migrations, software deployments, and event support.
• Proactively identify trends, recurring issues, and potential risks within the environment; recommend preventative solutions, escalate concerns as appropriate, and communicate diagnostic findings clearly.
• Effectively communicates in writing, verbally, and non-verbally.
• Maintains current knowledge of relevant hardware and software applications as assigned
• Support IT projects, including but not limited to office moves, data recovery efforts, hardware and software testing, product and platform migrations, software deployments, and event support.
• Proactively identify trends, recurring issues, and potential risks within the environment; recommend preventative solutions, escalate concerns as appropriate, and communicate diagnostic findings clearly

Minimum Qualifications:

Education:

End User Support Technician I, II, and Senior:

• High School Diploma or GED equivalency required.
• Bachelor’s Degree from an accredited 4-year university or higher in Computer Science, Information Systems, or a related field, or an equivalent combination of relevant experience, education, and training preferred.

Experience:

End User Support Technician I:

• 4+ years of experience in IT Support role or similar experience required.

End User Support Technician II:

• 5+ years of experience in IT Support role or similar experience required.

Senior End User Support Technician:

• 6+ years of experience in IT Support role or similar experience required.

License/Certification:

End User Support Technician I, II, and Senior:

• CompTIA A+ or ability to attain it within 6 months of hire required.
• CompTIA Network+ preferred.

Physical Requirements & Working Conditions:

• Must be able to perform light physical work and to move or lift items including but not limited to boxes, files and papers up to 20 pounds unless otherwise as indicated.
• Must be able to operate and proficiently use standard office equipment, including phone, copier, personal computer and/or other work related mechanical or electronic devices and applications.
• Must be able to clearly communicate verbally and in writing with all internal and external customers. Must also be able to hear sufficiently to engage in daily discussions and interactions.
• Must be able to read and understand bank-related documents.
• Must be able to work in a conventional office setting, involving sitting at a desk or workstation for long periods of time. Must also be able to adapt to different work environments as needed to perform the job.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.