Introduction 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.
Overview Candidates should have proven experience in customer service and IT support, with the ability to thrive in a fast-paced environment. This role requires strong communication skills, friendly and professional demeanor, and the ability to work effectively in close-knit team settings. Successful candidates should be able to assess situations quickly, make sound decisions based on available information, and consistently deliver a positive support experience to end users.
The Desktop Services Field Support Technician provides prompt, reliable onsite and remote technical support to associates, business units, and branch locations. This role is responsible for equipment installation, maintenance, troubleshooting, and customer service in a fast-paced environment. The technician will support desktops, laptops, network switches, peripherals, banking applications, and core Windows-based systems while ensuring positive customer experience and high-quality service delivery.
Responsibilities Technical Support & Troubleshooting - Diagnose and resolve hardware, software, and peripheral issues onsite.
- Troubleshoot desktops, laptops, printers, scanners, and related equipment.
- Support Windows OS, Apple OS, Microsoft Office applications, and internal banking applications.
- Perform imaging, configuration, replacement, and repair of devices.
- Offer onsite assistance to Network Engineering teams as needed.
Networking Support - Setting up new/replacing racked networking switches and routers
- Performing onsite repairs of racked network equipment
- Follow proper inventory handling, tagging and tracking
- Provide remote support for Network Engineering team
Installation, Maintenance & Field Work - Deliver, install, and set up new or replacement computers, printers, monitors and peripheral equipment.
- Manage equipment moves, disconnecting, reconnecting, and conducting cable management.
- Provide meeting and conference room setup, testing, and support.
- Travel locally to branch and office locations for onsite support.
Customer Service & Communication - Maintain a friendly, professional demeanor in a fast-paced environment.
- Communicate clearly with users of all technical levels.
- Provide user training during installations or equipment delivery.
- Maintain strong customer focus with a positive attitude under pressure.
Documentation & Process - Create, track, follow up on, and close work orders in a timely manner.
- Document solutions and update Knowledge Base articles.
- Follow proper inventory handling, tagging, and asset-tracking procedures.
- Escalate issues appropriately when needed.
- Maintain awareness of current technology trends and equipment updates.
- May perform other duties as assigned
Qualifications - 5 years of customer support/field services or IT-related experience.
- Strong troubleshooting and analytical skills with root-cause understanding.
- Ability to lift up to 40 lbs.
- Valid driver's license and ability to travel locally.
- Must be able to pass a background check.
- Must be authorized to work in the United States.
- Educational background in IT, Computer Science, or Customer Service.
- Professional working proficiency in Mandarin and or Cantonese is a plus.
Applicants must have legal authorization to work in the United States. We do not offer visa sponsorship at this time.
Compensation The base pay range for this position is USD $20.00/Hr. - USD $27.00/Hr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.
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