IT Help Desk Technician 3
Los Angeles, CA, United States
This position requires the candidate work on-sight at the headquarter office in Los Angeles, CA.
POSITION OVERVIEW
CBB Bank is a financial institution in Los Angeles. We are looking for a competent IT Help Desk Technician, Level 3, with exceptional technical skills to provide fast and useful assistance to our users. You will respond to request for assistance from Level 1 and 2 Technicians.
An IT Help Desk Technician 3 must have excellent technical knowledge and able to communicate effectively to understand the problem and explain its solution. The technician must also be customer-oriented and patient while assisting users with varying levels of technical ability.
This Technician will provide maintenance to the systems, servers, and network by analyzing issues, resolving problems, installing hardware and software solutions, and supporting the IT Helpdesk team. The Technician will be also responsible for support of the Bank’s technology equipment and working with third-party providers on technical issues. Tasks include end systems and software upgrades and advanced configurations.
Level 3 technicians take queries from Level 2. This level of help mostly deals with in-depth troubleshooting and backend analysis. The Level 3 technician reviews the work order from a Level 2 specialist to determine how much support was provided, what the client issue is, and how long the client has worked with the Level 2 agent.
Level 3 technicians are directly involved in special projects, implementing or installing the hardware or software and have experience with advanced usage of system products. Level 3 Technicians will act as SMEs (Subject Matter Experts). These support experts have access to the highest level of company and product information. They can provide solutions for a wide variety of technical problems.
When a user query goes up to Level 3 support, the technician attempts to define the root cause of the problem by looking into settings. The technicians may raise the issue with the IT Management to make changes to a product and pass down the solutions to Tier 1 and 2 support.
POSITION RESPONSIBILITIES
Collect customer requests and data
Attend to Level 2 technical support requests.
Conduct advanced troubleshooting using queries to find the level of support needed
Escalate problems to IT Management
create Root Cause Analysis
Solve complex problems such as active directory problems, verification of hardware and software, installation issues, and setup.
Modifies advanced configurations for communications and network
Documents internal procedures
Assists with Identity Access Management
Maintains inventory of all equipment, software and software licenses
Reports issues to the Service Desk for escalation to IT Management
Train and mentor Level 2 Technicians
Fulfill reserve and reinforcement for Level 1 and 2 responsibilities when needed
Assist IT Manager with special assignments
SKILLS / QUALIFICATIONS Minimum five years’ experience as help desk technician supporting Windows and IOS operating systems and apps on an advanced level.
Ability to work flexible hours in accordance with a banks schedule including holidays, and weekends.
Advanced problem-solving skills and ability to research, diagnose, and implement effective solutions for basic technical issues
Excellent verbal and written communication skills with the ability to communicate effectively with non-technical users.
Ability to handle multiple assignments
Advanced analytical skills, able to deconstruct information into smaller categories to draw conclusions
Attention to detail and organization
Proficient with MS-Office, Windows and IOS products
Positive personality that contributes to a good working environment
Ability to work individually or in a group setting
Results driven and team oriented
Excellent verbal and written skills able to communicate with technical and non-technical users.
Able to work on multiple assignments
EDUCATION / EXPERIENCE Degree in Information Technology, Computer Science or IT Governance or equivalent work experience
Windows: 3 years (Required)
Active Directory: 3 year (Required)
Acquaintance with ITSM Frameworks
Acceptable Certifications or In-process taken into consideration but not necessarily required
Network+
IT Fundamentals
A+
Security+
Microsoft Fundamentals
Server+
Cloud+
CTT+
CloudEssentials+
CySA+
Microsoft IT Certifications
Microsoft AZ Certifications