SUMMARY
The Service Desk Administrator II is responsible for providing general and technical support assistance to users of the company’s hardware systems or related software application platforms. Ensures the company’s systems or applications are operating in a secure and stable manner as directed. Responsible for performing routine daily tasks and participates in special departmental tasks/projects as assigned.
Ensures compliance with established Company policies and procedures. Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and laws as they pertain to this position including but not limited to the following: Regulation Z (Truth in Lending Act), Regulation B (Equal Credit Opportunity Act), Home Mortgage Disclosure Act, Real Estate Settlement Procedures Act, Fair Credit Reporting Act, Bank Secrecy Act in conjunction with the USA PATRIOT Act, Anti-Money Laundering and Customer Information Program, Right to Financial Privacy Act (state and federal) and Community Reinvestment Act.
ESSENTIAL DUTIES
1. Provides direct and telephone support to Bank personnel with respect to related Bank hardware or software application platforms. Provides step-by-step technical instruction and support. Trouble-shoots and resolves problems. Logs issues into the Bank’s information technology case system to ensure events are properly reported and resolved within established quality service level guidelines.
2. Performs routine system or user administrative tasks, such as system specification changes, additions, changes, or deletion of employees on the Bank’s various systems and applications. Ensures necessary documentation is attained and properly authorized for such requests. Originates and maintains system and user files.
3. Configures and administers systems or applications to ensure changes are methodologically planned, executed and verified.
4. May participate as a member of the Bank’s incident response team in the event of a technology emergency or breach in confidential information.
5. Works with vendors and various outside professional information technology organizations in the maintenance and purchase of system hardware, software applications, and accessories.
6. Assists in the configuration and administration of Bank systems or applications to ensure changes are methodologically planned, executed and verified.
7. Assists in analyzing and deploying hardware or software updates and other patch management directives.
8. Assists in special projects and tasks for the department of a diverse nature.
9. Responds to inquiries and refers issues to the appropriate department or person, and exhibits the necessary follow through with customers and/or staff involved.
10. Operates computer terminal, personal computer or laptop, network console or other related computer components to input and process information and resolve problems within given authority.
11. Prepares a variety of routine and special reports as required.
12. Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
13. Follows policies and procedures; completes tasks correctly and on time; supports the company’s goals and values.
14. Demonstrates knowledge of and adherence to EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes working environment free of harassment of any type; builds a diverse workforce and supports affirmative action.
15. Performs duties specific to the position and other functions as assigned.
MINIMUM REQUIREMENTS
These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.
• High school diploma/Associate’s degree (AA) or equivalent from a technical trade school completion, and 3-4 years of related experience and/or training. Work related experience should consist of a technical background in information resources, products or services. Educational experience, through in-house training sessions, formal school or technical industry related curriculum, should be business or financial industry related.
• Previous experience in customer service preferred.
• Basic experience, knowledge and training in information technology department operations.
• Basic knowledge of related state and federal banking compliance regulations.
• Basic skills in information technology operations, voice and data communications, troubleshooting techniques, user and software support, including but not limited to, desktop applications and network administrative programs and resources.
• Intermediate skills in computer terminal and personal computer operation; word processing and spreadsheet software programs.
• Intermediate typing skills to meet production needs of the position.
• Basic math skills; ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs.
• Exceptional verbal, written and interpersonal communication skills, with the ability to apply common sense to carry out instructions and instruct others, train personnel, write reports, correspondence and procedures, and speak clearly to customers and employees.
• Thorough understanding of management procedures; ability to plan department or Company activities (setting objectives, developing strategies, budgeting, and developing policies and procedures); initiative to organize various functions necessary to accomplish department or Company activities; effectively staff (selecting, training and developing employees); directing employees towards the desired objectives (delegating, motivating, resolving problems); controlling the function (developing performance standards, measuring results, taking corrective action and rewarding employees as appropriate).
• Ability to deal with complex problems involving multiple facets and variables in non-standardized situations.
• Ability to work with no supervision while performing duties.
• Current driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
Candidate must be eligible to work in the United States. This position does not qualify for H1B Visa, STEM OPT, or other work study or employer sponsorship Visa programs.
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