Desktop Services Engineer I

Company: East West Bank
Location: El Monte
Posted on: May 26, 2023

Job Description:

Since 1973, East West Bank has served as a pathway to success. With over 120 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, 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 an exclusive focus on the U.S. and Greater China markets. With a strong foundation, and enterprising spirit and a commitment to absolute integrity, East West Bank gives people the confidence to reach further.
The Desktop Engineer provides advanced, prompt and reliable technical assistance in person and over the phone to our Desktop Team and East West Bank's users. Responsibility's include project management, software and hardware troubleshooting, policy, procedure and guideline creation and more. Attention to detail, great customer service, and a positive attitude under pressure is required.
To be considered for this role as a Desktop Engineer, the candidate should have previous experience in customer service and support with a background in Information Technology support and service or related fields. This is a fast-paced environment and requires the candidate to have a friendly demeanor, excellent communication skills, and the ability to work in a team environment at close quarters and make correct decisions based on the information on hand.

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  Build, maintain and manage East West Bank's Windows 10 endpoints
  
  
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  Knowledge of computer hardware components and their function relative to the overall operation of the equipment.
  
  
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  Manage and maintain endpoint device to assure they are available for patching and updates
  
  
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  Manage and maintain Desktop Services knowledge base
  
  
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  Applications and OS support (Office 365 and Windows 10)
  
  
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  Create, track, follow up, and resolve work orders.
  
  
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  Identify user needs and act as customer advocate to ensure the desktop maintains high performance and ease of use.
  
  
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  Strong skills associated with bridging technical problems that cross functions, such as understanding cause and effect; root cause relationships for complex problems.
  
  
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  Knowledge and familiarity with computer security, malware and threat awareness related to supporting end user devices
  
  
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  Ownership, resolution and escalation of associated application issues.
  
  
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  Keep up to date on current technology trends and learn how those technologies would impact EWBC. Implement such technologies to improve business processes.
  
  
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  Ability to travel locally as needed
  
  
  Skills Required
  
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    Must have experience working with wireless networks, local area networks, and possess network troubleshooting skills.
    
    
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    Must have an advanced understanding of end user platform type systems and support of them in an enterprise environment.
    
    
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    Must be able to prioritize work.
    
    
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    PowerShell scripting knowledge a plus, but not required
    
    
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    iOS & Mac OS experience required
    
    
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    Positive attitude and excellent communication skills
    
    
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    Quick response time during business hours and after-hours support
    
    
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    Knowledge and familiarity with computer security, malware and threat awareness related to supporting end user devices.
    
    
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    Attention to detail and a customer first attitude
    
    
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    Strong skills associated with bridging technical problems that cross functions, such as understanding cause and effect; root cause relationships for complex problems.
    
    
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    Leadership qualities, applying pressure and praise consistently and honestly.
    
    
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    Ability to interpret and apply company policies and procedures
    
    
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    Problem-solving skills.
    
    
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    Prepares written materials for direct reports
    
    
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    Effective time management
    
    
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    Handle projects independently and generate clear and concise reports.
    
    
    Knowledge:
    
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      Knowledge of the strategy, organizational authority, interdependence of job duties, systems, and services of the company.
      
      
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      Knowledge of computer hardware components and their function relative to the overall operation of the equipment.
      
      
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      Experiencing working with Ivanti LANDesk a plus, but not required
      
      
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      Work with the asset management team to clearly report items in inventory, deployed equipment and recycled devices.
      
      
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      Educational background in IT or Customer Service Relations
      
      
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      Bachelor's degree from an Accredited University or 8 years IT experience
      
      
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      4 years of experience in customer support or equivalent.
      
      
      #LI-SR1
      The base pay range for this position is USD $33.00/Hr. - USD $37.00/Hr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.
      Requisition ID: 2023-10455
      Street: 9300 Flair Drive

Keywords: East West Bank, El Monte , Desktop Services Engineer I, Engineering , El Monte, California