What are the responsibilities and job description for the IT Help Desk Technician 3 position at Commonwealth Business B?
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
