Desktop Support Technician
Duration: 12 Months
Location: Oakland, CA
ESSENTIAL DUTIES:
- Demonstrates quality customer service principles with internal and external customers consistently.
- Installs new network/computer/mobile hardware and software, including upgrades as required, and
conducts hardware preventative maintenance.
- Mobile Device Management administration tasks including smart phone review, software updates,
MDM policy management, and smart phone applications management.
- Maintains and updates a detailed inventory of all Bank network/computer/mobile hardware and
software.
- Coordinate periodic application user access reviews and audits to ensure that only registered, inventoried
software is installed on Bank computers and only authorized users are granted access to applications.
- Installs, and assures proper operation of standard network/computer procedures including scheduled
backups and updates, software anti-virus checks, and disk storage optimization routines.
- Coach or trains computer users to perform standard software procedures as required.
- Ensures that network/computer security standards are met and security log files are properly maintained;
assists computer users in performing these functions.
- Assists with IT and business projects including hardware testing, software support, and network-based
activities related to both WAN and LAN networks.
- Adds, changes or removes IP telephone stations as required by staffing, organizational, or administrative
changes.
- Assists computer users with on/off boarding process plus special hardware and software problems.
- Administers IP telephone system features including designation of call pick-up groups, call coverage
paths, and related system resources.
- Assist with document preparation and remediation efforts on IT audits, penetration testing, and
vulnerability assessments.
- Maintains detailed inventory of all Bank telecommunication resources including network maps, wiring
maps, and station location documents.
- Assists in troubleshooting and correcting telecommunication system failures affecting both voice and
data users.
- Maintains telecommunications system traffic data and assists in the analysis of system performance.
- Review daily patch and vulnerability management status, take action on patching issues including
rebooting computers and working with outsourcing vendor as needed.
- Daily review help desk tickets, contact outsourced help desk vendor to discuss / facilate and work on
outstanding issues that aren t resolved in timely manner.
- Perform basic internet website and intranet site content updating.
- Provide standby/on-call after hours and weekends support for core system, telecommunication and
network related trouble issues as required by management.
- Proactively ensures compliance with all Bank compliance regulations i.e., AML, BSA, OFAC, USA
Patriot Act and SAR.
- Actively participates in any required training i.e., customer service training, compliance training such
as BSA, AML, etc.
- Maintains strict control and confidentiality over all non-public customer information in accordance with
the Gramm-Leach-Bliley Act, all applicable state regulations and the Bank s Customer Information
Security Policy.
- Abides by the Bank s Compliance Programs, as well as other compliance and security banking laws,
rules and regulations.
This job description reflects management s assignment of essential job functions, and may be subject to
change at any time due to reasonable accommodation or business necessity. Position may be required to
perform other duties as assigned.
PRODUCTIVITY CRITERIA:
(Benchmarks for 3-month introductory period, and throughout employment career.)
- Meets or exceeds established goals and objectives.
- Reports, programs, projects and documentation are submitted accurately and in a timely manner.
- Adheres to all Bank policies and procedures.
- Customer service standards are met with minimal justifiable complaints.
- Duties are performed as assigned.
MINIMUM REQUIREMENTS:
EDUCATION AND EXPERIENCE:
- Requires min. 2-year college degree preferably in IT related but not required, or substitute with
equivalent work experience.
- Minimum 5 years experience in computer hardware and software, or desktop/customer service support.
- Minimum 1 year experience in telephone equipment installation and maintenance.
SKILLS AND ABILITIES:
- Good oral and written communication skills.
- Demonstrated ability to follow written and verbal instructions.
- Demonstrated ability to provide superior customer service.
- Good oral and written communication skills and good user interface skills.
- Good organizational skills and ability to prioritize tasks and meet deadlines.
WORKING ENVIRONMENT / PHYSICAL REQUIREMENTS
- Standard banking environment.
- Ability to sit for up to 8 hours per day with time on the telephone and/or at the computer.
- Ability to type at a computer keyboard and view a computer monitor for up to 8 hours a day.
- Ability to work with complex network, computer and telecommunication wiring systems.
- Ability to travel to various branch locations as required.
Never miss an opportunity! Create an alert based on the job you applied for.
