Help Desk Technician Help Desk Technician …

in Carlsbad, CA, United States
Permanent, Full time
Be the first to apply
in Carlsbad, CA, United States
Permanent, Full time
Be the first to apply
Help Desk Technician
IT Helpdesk/Desktop Technician - Pacific Western Bank (Carlsbad, CA)

Carlsbad, CA, USA

Information Technology

The primary role of the Desktop Technician is to provide help desk technical support to end users and maintain overall IT functionality via the helpdesk or onsite assistance.  This includes troubleshooting and resolving hardware and software problems.


  • Learn all deployed technologies and provide full service/first contact resolution of technical problems in a fast-paced, team-orientated environment
  • Provide desktop and software troubleshooting/administration working closely with senior members of the department to learn and build their software, hardware and troubleshooting skills and knowledge
  • Troubleshoot, upgrade and repair desktop PCs
  • Provide after hours and weekend support on an as needed basis outside of general working hours
  • Maintain Standard Operating Procedures for all relevant processes and technologies
  • Document all support and maintenance activity with incident tracking software.
  • Diligently and consistently follow departmental and organizational policies and procedures
  • Maintains an accurate inventory of all desktop and printing equipment as assigned
  • Troubleshoot, upgrade and support common mobile device platforms
  • Implement projects as assigned. Provide status reports and problem summaries
  • Respond to emergency system outages as required
  • Additional duties as assigned


  • A minimum of 2+ years’ experience providing end user support in an enterprise IT environment (prefer banking experience)

  • Provide excellent customer service via the call center helpdesk both onsite and remote, will include email and onsite assistance requests
  • Create incident tickets, update incident tickets and close incident tickets using Service Desk Express system
  • Recent certifications as specified and equivalent experience required

    • MCTS Windows 7 or 10

    • MCSE or MCSA
    • MCTS Windows Server

  • College degree a plus 

  • Strong working technical knowledge of TCP/IP

  • A professional attitude, excellent customer service and neat appearance are essential

  • Good written and verbal communication skills

  • Able to work independently and with others

  • Able to master and support a large and diverse base of hardware and software technologies

  • Analytical and problem solving abilities

  • Ability to effectively prioritize and execute tasks in a high pressure environment

  • Ability to lift and transport moderately heavy objects, such as computers and peripherals

  • Travel required