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# Help Desk Technician II

- **Company:** First Hawaiian Bank
- **Location:** Honolulu, HI, United States
- **Experience:** Experienced
- **Salary:** $50,440 - $59,280
- **Contract:** Permanent contract
- **Skills:** Multitier Architecture, Microsoft Windows, JIRA, Cron, Dynamic Host Configuration Protocol, Domain Name System (DNS), Monitoring of Systems, Issue Tracking Systems, Windows Servers, Nagios, Networking Basics, TCP/IP, Information Technology, SolarWinds (Software), Splunk, Cisco, Servicenow
- **Published:** November 4, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=5c9d296b4c6796aa

## About the Role

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., * 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.

## Description

* 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.

 * 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.