IT Support Specialist

$40,560 - $52,000/Yr

Hawaiiusa Federal Credit Union - Honolulu, HI

Full-time

Honolulu, HI

Credit Intermediation and Related Activities

About the position

The IT Support Specialist is responsible for providing technical support to end users, addressing help requests via phone and email, and ensuring efficient operation of desktop computing environments. This role involves troubleshooting, diagnosing, and repairing various computing equipment, as well as maintaining an inventory of hardware and software systems.

Responsibilities

• Field incoming help requests from end users via telephone and e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Prioritize and schedule problems, escalating them to the appropriately experienced technician when required.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Diagnose and repair equipment with a sound technical understanding of a wide variety of personal computing equipment.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Perform hands-on fixes and troubleshooting at the printer level, including installing and upgrading printer drivers.
• Configure, test, install, and maintain a variety of personal computing and network hardware and software systems.
• Provide Tier 1 support to security-related threats and incidents.
• Install anti-virus and other approved security software.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Perform post-resolution follow-ups to help requests.
• Collaborate with network specialists/network analysts to ensure efficient operation of the company's desktop computing environment.
• Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
• Perform other duties as assigned.

Requirements

• High School diploma or equivalent, and 2 years related work experience.
• Associate degree or higher in computer science preferred.
• Experience with desktop & peripheral systems.
• Experience with MS Windows and Office applications.
• Experience working in a team-oriented, collaborative environment.
• Ability to work the occasional evening and weekend work to meet deadlines.
• On call availability 24 x 7.
• Ability to lift and transport heavy to moderately heavy objects, such as computer equipment and peripherals.
• Ability to travel to neighbor islands or out of state as needed.
• Possession and use of a personal vehicle as needed.