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Central Pacific Bank · 1 day ago

End User Support Technician - IT - Infrastructure & Operations

Honolulu, HI

Full-time

Onsite

Mid, Senior Level

$47K/yr - $88K/yr

4+ years exp

Central Pacific Bank is seeking an End User Support Technician to provide essential technical support to bank employees experiencing issues with hardware, software, or network systems. The role involves troubleshooting and resolving technical problems to ensure productivity, as well as managing service requests and supporting IT projects.

BankingFinancial Services

H1B Sponsor Likely

Responsibilities

Deliver responsive technical support to end users via phone, email, chat, and in-person assistance

Diagnose and resolve hardware, software, and network-related issues, documenting incidents in the incident tracking system and managing service requests through the request tracking system

Install, configure, and support operating systems and business applications to ensure reliable end user computing environments

Add, change, or relocate office related equipment, such as, workstations, VDIs, monitors, iPads/ tablets, printers, copiers, etc

Log, track, and manage incidents and requests, ensuring timely resolution in accordance with established Service Level Agreements (SLAs)

Maintain clear, professional communication with end users and IT staff, providing regular status updates and confirming successful issue resolution

Assess, prioritize, and escalate complex or unresolved issues to senior technical staff or appropriate teams as required

Perform routine system maintenance and ensure operating systems and applications are kept current with updates and patches

Support hardware deployment, installation, repair, and troubleshooting, including desktops, laptops, printers, UPS devices, and related peripherals, ensuring users are properly equipped to perform their job functions

Provides service desk support after hours, weekends, and holidays on a rotation basis

Builds positive and effective relationships with business teams and stakeholders

Provide training to end users on basic system functionality, troubleshooting steps, and usage of software tools. Create user documentation or knowledge base articles to assist in self-service troubleshooting

Document issues and solutions within ticketing systems or knowledge bases to improve future support efforts

Maintain inventory of IT assets, including hardware, software, and licenses. Assists with procurement services for the end-user community

Support IT projects, including but not limited to office moves, data recovery efforts, hardware and software testing, product and platform migrations, software deployments, and event support

Proactively identify trends, recurring issues, and potential risks within the environment; recommend preventative solutions, escalate concerns as appropriate, and communicate diagnostic findings clearly

Effectively communicates in writing, verbally, and non-verbally

Maintains current knowledge of relevant hardware and software applications as assigned

Qualification

IT SupportCompTIA A+CompTIA Network+TroubleshootingCustomer ServiceActive ListeningOral CommunicationWritten CommunicationDocumentationTeam Collaboration

Required

High School Diploma or GED equivalency required

4+ years of experience in IT Support role or similar experience required for End User Support Technician I

5+ years of experience in IT Support role or similar experience required for End User Support Technician II

6+ years of experience in IT Support role or similar experience required for Senior End User Support Technician

CompTIA A+ or ability to attain it within 6 months of hire required

Must be able to perform light physical work and to move or lift items including but not limited to boxes, files and papers up to 20 pounds unless otherwise as indicated

Must be able to operate and proficiently use standard office equipment, including phone, copier, personal computer and/or other work related mechanical or electronic devices and applications

Must be able to clearly communicate verbally and in writing with all internal and external customers

Must also be able to hear sufficiently to engage in daily discussions and interactions

Must be able to read and understand bank-related documents

Must be able to work in a conventional office setting, involving sitting at a desk or workstation for long periods of time

Must also be able to adapt to different work environments as needed to perform the job

Preferred

Bachelor's Degree from an accredited 4-year university or higher in Computer Science, Information Systems, or a related field, or an equivalent combination of relevant experience, education, and training

CompTIA Network+

Company

Central Pacific Bank

Central Pacific Bank is a financial service company that provides banking products and services.

Founded in 1954

Honolulu, Hawaii, USA

501-1000 employees

https://www.cpb.bank

H1B Sponsorship

Central Pacific Bank has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (2)

2023 (2)

2022 (1)

2020 (3)