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Help Desk Support I

Company: Commercial Bank of California
Location: Irvine
Posted on: June 6, 2021

Job Description:

Job Summary

The position of Helpdesk Support I is established to facilitate efficient triaging and resolving of PC issues with internal users across a large number of applications. The incumbent is expected to partner with both other internal IT teams and lines of business users, as well as vendor support teams, to analyze information, troubleshoot applications and provide trouble ticket resolution to end users on a regular basis. Maintains quality service standards set by the organization.

Essential Duties and Responsibilities

  • Operate as an escalation point to the Service Desk for all Helpdesk tickets.
  • Ability to work with users on both a business level and technical level of understanding, as well as act as a technical point of contact to fix application and systems issues.
  • Excellent communication skills are required, both verbal and written, as well as a strong sense of empathy and the ability to respond appropriately during an incident via acknowledgements, updates and resolutions.
  • Can deploy investigation and diagnostic skills to resolve first level technical issues which may include application configuration, programming changes, scripting and other technical methods or tools.
  • Works in a cross functional team and assists with configuring PCs, and software applications to meet user needs.
  • Participates in QA testing when implementing, customizing or upgrading system software updates and changes.
  • Troubleshoots and supports proprietary software programs as well as third party software and applications. Stays current on system features and software releases. Reviews release notes and analyze implications.
  • Responds to user requests; Creates, revises, and supports system related jobs using ticketing system as needed. Documents interactions and schedules follow ups. Tracks progress and interacts with other users to facilitate resolution.
  • Maintains a working understanding of system infrastructure in order to help monitor and resolve general issues affecting operating systems.
  • Create help desk articles, run books and other supporting documentation for applications to allow other support personnel to support applications more efficiently.
  • Creates, revises and updates department procedures as needed.

Other Duties and Responsibilities

  • Assist with after-hours support and/or on-call weekend rotation
  • Perform other duties as assigned.
  • Job requires occasionally traveling to remote branch offices, and at times requires off-hours or weekend work

Physical Demands and Work Environment

The employee must occasionally lift and/or move up to 25 pounds.

Minimum Qualifications (Education, Experience, Skills)

  • Certificate or Degree in Computer Science; or 2 years equivalent experience; or a blend of education and experience.
  • Experience with banking processes and financial business applications highly desirable.
  • 1 years of experience successfully working in a support environment and resolving issues to the end users satisfaction.
  • Ability to monitor and respond quickly and effectively to requests received through the IT Service Desk system.
  • Organizational skills sufficient to prioritize concurrent projects, plan work and meet deadlines.
  • Exceptional interactive, verbal and written communication skills.
  • Attention to detail, focus, and follow-through essential

Keywords: Commercial Bank of California, Irvine , Help Desk Support I, Other , Irvine, California

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