First Hawaiian Bank is seeking a Help Desk Technician II for onsite support in a 24x7x365 banking environment.

Handle Tier II first-level support calls and tickets, resolving issues promptly
Monitor system health with enterprise monitoring tools and respond to operational alerts
Schedule and perform routine maintenance tasks, including patch execution
Troubleshoot across Microsoft and Unix/Linux platforms
Escalate complex incidents to senior engineering teams using established procedures
Document troubleshooting steps, resolutions, and contribute to knowledge-base articles
Maintain user access controls and complete routine account administration tasks
Support 24/7 on-call coverage through participation in the on-call rotation
Coordinate with cross-functional teams to improve service reliability

2 years of experience in Network or Service Operations, covering technical troubleshooting, customer support, system monitoring, and 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, plus ITIL, CompTia, or equivalent experience
Working proficiency with Microsoft Windows Server and/or Unix/Linux operating systems
Hands-on experience with monitoring platforms such as SolarWinds, Nagios, or Splunk
Familiarity with task scheduling tools such as cron or Windows Task Scheduler
Strong verbal and written communication skills
Ability to work independently and prioritize multiple incidents
Knowledge of networking basics including TCP/IP, DNS, and DHCP
Experience using ticketing systems such as ServiceNow or JIRA
Commitment to a 24x7 on-call rotation schedule

Help Desk Technician II

Job Description