GENERAL SUMMARY

The Support Services Analyst II will provide 1st ,2nd, and 3rd level End User support to all Cathay Bank team members on all company supported applications and systems. Proficient in Microsoft Office systems and applications and networking. Responds to inquiries and requests for assistance with the company's computer systems, hardware, software, applications, telephone systems, and network. Identifies, analyzes, troubleshoots, and resolves problems and requests accurately and within the IT Service Level standards. The Support Services Analyst II will provide hardware, software, telephone, and email support to Cathay Bank team members. Contacts appropriate vendors for assistance in 3rd level technical support. Responsible for monitoring Service Now queue to address issues in a timely manner. Ensures proper tracking, distribution and completion of problem issues, service requests and change requests assigned.

ESSENTIAL FUNCTIONS

• Install, maintain, and troubleshoot all IT systems and applications.
• Provide end user support to all team members.
• Maintain complete and accurate tracking of assigned tickets.
• Responsible for ensuring efficient use and control of computer and software policies and procedures.
• Support, diagnose and resolve networking and telecommunications processes, including assignment, installation, configuration, and creation of user accounts.
• Assist in the research, testing, configuration, and implementation of new or upgraded systems.
• Maintain up to date inventory records for all software, hardware, licensing compliance and system security monitoring as associated with assigned tickets.
• Follow all Support Services documentation and end-user instruction support manuals; recommend changes to supervisor as applicable. Create new documentation as needed.
• Maintain up to date inventory records for all software, hardware, and licensing compliance.
• Coordinate network installations and upgrades with vendors and affected users as needed.
• Ensure that systems and networks are secure through implementation of security best practices, policies, procedures, and monitoring.
• Maintain professional and technical knowledge through certification, in-house documentation, attending educational workshops and reviewing professional publications as available.

QUALIFICATIONS

• Education: Associates Degree in Computer Science or 5 years equivalent work experience.
• Experience: Minimum of 5 years of help desk experience in a banking environment preferred but not required. Experience with advanced knowledge of IT concepts, MS operating systems, PCs, Laptops, iPad and Apple IOS, Network Printers, Outlook, Phone provisioning, AV, networking concepts. Experience in disaster support a plus.
• Skills/Ability: Strong verbal and written communication skills. Ability to manage multiple tasks efficiently and accurately. Self-motivated and able to work independently. Excellent customer service skills required. Ability to function at a high level. Bilingual in Mandarin or Cantonese is a plus.

OTHER DETAILS

$26.44 - $31.25 / hour
Pay determined based on job-related knowledge, skills, experience, and location.