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.