IT Customer Support Analyst

About American Savings Bank

American Savings Bank (ASB) has been serving Hawaii’s businesses and communities since 1925 and currently provides a full range of financial products and services, including business and consumer banking, home loans, insurance and investments. ASB is one of Hawaii’s leading financial institutions, with e-banking services and branch locations throughout the state offering evening, weekend and holiday hours. ASB provides Hawaii’s consumers and businesses with more extended weekday and weekend hours than other similarly sized local banks, as well as convenient in-store branches. ASB was the first Hawaii bank to introduce remote-deposit capture with a mobile banking application.

ASB matches its exceptional customer experience with an employee experience that has garnered local and national awards. ASB has been recognized locally as one of the “Best Places to Work” by Hawaii Business Magazine for 11 consecutive years and honored nationally as one of the “Best Banks to Work For” by American Banker Magazine. Fortune Magazine has recognized ASB as one of the 100 Best Workplaces for Women and 50 Best Workplaces for Diversity. For more than 95 years, ASB has been helping build strong communities. Through its Seeds of Service program, ASB teammates have contributed more than 63,000 hours of volunteer service, and ASB has donated millions of dollars to Hawaii’s nonprofits and community organizations. For more information, visit https://www.asbhawaii.com/ or follow American Savings Bank on Facebook, Instagram and LinkedIn.

Primary Purpose of Job

Executes the day-to-day tasks of providing technology support for American Savings Bank (ASB) teammates. Provides customer support and guidance relating to the IT and Communications systems. Utilizes the ASB incident management process, grants user access, and handles routine requests, such as account unlocks and password resets. Serves as the customer advocate and provides Tier 1 troubleshooting/resolution, referring Tier 2 matters to other technology support teams.

Major Job Accountabilities

• Provides Tier 1 response and troubleshooting for all incoming calls to the ASB Help Desk. Fields incoming support requests from end users via telephone. Tier 1 support generally applies to technical services and/or applications such as Microsoft Office, printing, user administration (logon & access), etc.
• Documents all pertinent end user information using the Incident Management process/system. Effectively describes the issue, symptom/cause and resolution, classification of severity value, and recording and monitoring the progress of issue if referred to higher level support for resolution.
• Ensures quality of service provided to end user is in compliance with Service Level Agreements (SLA).
• Leverage acquired knowledge, IT administration tools, knowledge based tools, FAQ documentation to continuously develop knowledge & understanding of the business to provide effective end user support.
• Performs routine user access administration, such as granting user access, password/pin resets, and account unlocks for bank critical systems.
• Performs control, monitoring, documentation, reporting, and administration tasks. Consistently exercises care/diligence in the practice of adhering to policies and procedures ensuring controls are completed accurately and timely.

Experience Required

Minimum of one (1) year of the following:

• Work experience in an Information Technology department

• Providing customer support via telephone

Required Skills or Training

• Knowledge of basic computer hardware, including desktops, laptops, mobile devices, and peripherals.

• Exceptional interpersonal skills, focused on resolving issues and building end user rapport.

• Able to successfully multitask and complete assignments within critical deadlines.
• Developed customer service skills, including the ability to diffuse challenging end user situations.

• Excellent written and verbal communication skills, including the ability to thoroughly document information into electronic recordkeeping systems.

EOE, including disability/veterans