Help Desk Specialist

If you are looking to continue your professional growth in the technical field, consider joining a well-established kama'aina company. The Help Desk Specialist will provide technical assistance and support to end-users with hardware, software, and network-related issues. You will report to the Senior Network Engineer and work closely with other members of the IT team to provide excellent support to end-users.

The ideal candidate will have at least 3 years of experience in IT support, strong problem-solving skills, and excellent communication abilities.

This is a full-time, in-house opening at our Honolulu headquarters, centrally located in the Kaka'ako neighborhood.

Hours

Full-time, Monday to Friday, 8:00am-5:00pm

Location

Honolulu, Oahu

Pay

$50,000 to $60,000 a year

Responsibilities

• Provide technical support to end-users via phone, email, or chat in a timely and professional manner.
• Diagnose and troubleshoot complex hardware, phone, and network-related issues for end-users.
• Document, support, and troubleshoot issues related to our phone system.
• Develop and implement solutions to technical problems to minimize downtime and improve end-user experience.
• Collaborate with other IT staff to identify and implement improvements to the IT infrastructure.
• Maintain accurate records of support requests and resolutions in a help desk ticketing system.
• Provide training and support to end-users on various software applications and systems.
• Ensure that all support requests are handled according to established needs and timeline.
• Continuously update technical knowledge and skills through training, research, and development.
• Assist with the development and maintenance of standard operating procedures (SOPs) and knowledge base articles.
• Escalate technical issues to the Senior Network Engineer or other appropriate IT staff as needed.

Qualifications

• Bachelor's degree in information technology, Computer Science or related field, or equivalent experience.
• Minimum 3 years of experience in IT support or related field.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Proficient in Windows operating systems, Microsoft Office Suite, and various software applications.
• Familiarity with remote support tools and software.
• Previous experience working with phone systems.
• Experience with help desk ticketing systems and reporting.
• Ability to work in a fast-paced, deadline-driven environment.
• Strong attention to detail and ability to follow standard operating procedures.