Support Services Analyst II

People Drive Our Success

Are you enthusiastic, highly motivated, and have a strong work ethic? If yes, come join our team!

At Cathay Bank - we strive to provide a caring culture that supports your aspirations and success. We believe people are our most valuable asset and we proudly foster growth and development empowering you to achieve your professional goals. We have thrived for 60 years and persevered through many economic cycles due to our team members' drive and optimism. Together we can make a difference in the financial future of our communities.

Apply today!

What our team members are saying:

Video Clip 1

Video Clip 2

Video Clip 3

Learn more about us at cathaybank.com

GENERAL SUMMARY

The Support Services Analyst II will provide 1st ,2nd, and 3rd level End User support to all Cathay Bank team members on all company supported applications and systems. Proficient in Microsoft Office systems and applications and networking.

Responds to inquiries and requests for assistance with the company's computer systems, hardware, software, applications, telephone systems, and network. Identifies, analyzes, troubleshoots, and resolves problems and requests accurately and within the IT Service Level standards. The Support Services Analyst II will provide hardware, software, telephone, and email support to Cathay Bank team members.

Contacts appropriate vendors for assistance in 3rd level technical support. Responsible for monitoring Service Now queue to address issues in a timely manner. Ensures proper tracking, distribution and completion of problem issues, service requests and change requests assigned.

ESSENTIAL FUNCTIONS

• Install, maintain, and troubleshoot all IT systems and applications.

• Provide end user support to all team members.

• Maintain complete and accurate tracking of assigned tickets.

• Responsible for ensuring efficient use and control of computer and software policies and procedures.

• Support, diagnose and resolve networking and telecommunications processes, including assignment, installation, configuration, and creation of user accounts.

• Assist in the research, testing, configuration, and implementation of new or upgraded systems.

• Maintain up to date inventory records for all software, hardware, licensing compliance and system security monitoring as associated with assigned tickets.

• Follow all Support Services documentation and end-user instruction support manuals; recommend changes to supervisor as applicable. Create new documentation as needed.

• Maintain up to date inventory records for all software, hardware, and licensing compliance.

• Coordinate network installations and upgrades with vendors and affected users as needed.

• Ensure that systems and networks are secure through implementation of security best practices, policies, procedures, and monitoring.

• Maintain professional and technical knowledge through certification, in-house documentation, attending educational workshops and reviewing professional publications as available.

QUALIFICATIONS

• Education: Associates Degree in Computer Science or 5 years equivalent work experience.

• Experience: Minimum of 5 years of help desk experience in a banking environment preferred but not required.
  
  Experience with advanced knowledge of IT concepts, MS operating systems, PCs, Laptops, iPad and Apple IOS, Network Printers, Outlook, Phone provisioning, AV, networking concepts. Experience in disaster support a plus.

• Skills/Ability: Strong verbal and written communication skills.
  
  Ability to manage multiple tasks efficiently and accurately. Self-motivated and able to work independently. Excellent customer service skills required.
  
  Ability to function at a high level. Bilingual in Mandarin or Cantonese is a plus.

OTHER DETAILS

$26.44 - $31.25 / hour

Pay determined based on job-related knowledge, skills, experience, and location.

Cathay Bank offers its full-time employees a competitive benefits package which is a significant part of their total compensation. It is our goal to provide employees with a comprehensive benefits package to fit their needs which includes, coverage for medical insurance, dental insurance, vision insurance, life insurance, long-term disability insurance, and flexible spending accounts (FSAs), health saving account (HSA) with company contributions, voluntary coverages, and 401(k).

Cathay Bank may collect personal information from potential job candidates and applicants. For more information on how we handle personal information and your applicable rights, please review our Privacy Policy.

Cathay Bank is an Equal Opportunity and Affirmative Action Employer. We believe in diversity, equity, and inclusion in the workplace. We welcome applications for employment from all qualified candidates, regardless of race, color, ethnicity, ancestry, citizenship, gender, national origin, religion, age, sex (including pregnancy and related medical conditions, childbirth and breastfeeding), reproductive health decision-making, sexual orientation, gender identity and expression, genetic information or characteristics, disability or medical condition, military status or status as a protected veteran, or any other status protected by applicable law.

Click here to view the EEO is the Law poster in English. Poster- English

Click here to view the EEO is the Law supplement in English.Supplement- English

Clic aquí para ver la EEO es la Ley póster en español. Poster- Spanish

Clic aquí para ver la EEO es la Ley suplemento en español.Supplement- Spanish

点击这里查看EEO是法律海报的中文Poster- Chinese

点击这里查看EEO是法律和补充條例的中文"Supplement- Chinese

Cathay Bank endeavors to make www.CathayBank.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact, Mickey Hsu, FVP, Employee Relations Manager, at (626) 582-7370 or mickey.hsu@cathaybank.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

Apply Now