Help Desk Technician II

The Help Desk Technician II joins First Hawaiian Bank’s Help Desk team to deliver first‑level call handling while continuously monitoring and maintaining critical banking systems in a 24x7x365 production environment. The role requires strong communication, self‑motivation, and proven experience with monitoring tools, task scheduling, and administrative procedures across Microsoft and Unix/Linux platforms.

Compensation

The hourly pay range for this role is $24.25 to $28.50/hr; commensurate with experience

Work Schedule

Monday - Friday 7:00am - 4:00pm (shifts may vary)

• Answer and resolve Tier II support calls and tickets promptly.
• Monitor system health using enterprise monitoring tools and respond to alerts.
• Schedule and execute routine maintenance tasks and patches.
• Escalate complex incidents to senior engineering teams following defined procedures.
• Document troubleshooting steps, resolutions, and knowledge‑base articles.
• Maintain user access controls and perform routine account administration.
• Assist with on‑call rotation to ensure 24/7 coverage.
• Collaborate with cross‑functional teams to improve service reliability.
• 2 years’ experience in Network or Service Operations, technical troubleshooting, customer support, monitoring systems, and knowledge of ticket and incident management resolution and escalation processes.
• Associate’s Degree in a Computer Science or Technology discipline and/or Technical Certifications in Microsoft, Cisco or Unix/Linux Technologies, ITIL, CompTia, or equivalent work experience.
• Proficiency with Microsoft Windows Server and/or Unix/Linux operating systems.
• Hands‑on experience using monitoring platforms (e.g., SolarWinds, Nagios, Splunk).
• Familiarity with task scheduling software (e.g., cron, Windows Task Scheduler).
• Strong verbal and written communication skills.
• Ability to work independently and prioritize multiple incidents.
• Understanding of networking basics (TCP/IP, DNS, DHCP).
• Experience with ticketing systems (e.g., ServiceNow, JIRA).
• Commitment to a 24x7 on‑call rotation schedule.