Help Desk Technician

PURPOSE OF POSITION: The role of the Help Desk Technician is to assist customers who are experiencing any procedural or operating difficulty with the use of IT applications, products or services.
Complex and/or high priority problems are elevated to higher level support groups for resolution when needed.
The Help Desk Technician is responsible to ensure that an effective solution is provided to the user.
MAJOR DUTIES AND RESPONSIBILITIES: Includes the following.
Other responsibilities may be assigned.
· Effectively, professionally, and respectfully represents other HTS staff members, teams, and their services to clients.
· Provides support for all Information Technology products and services.
Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality.
· Determines the most effective manner to resolve customer's technical issue.
Engages in research and in-depth troubleshooting to resolve technical issues.
Consults with higher level support staff when necessary.
· Records required customer and problem information in HTS Work Order System.
Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.
· Resolves Level 1 work orders.
Elevates complex and/or high priority problems to the appropriate support groups for resolution.
· Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
· Works on related projects as assigned by supervisor.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
CERTIFICATIONS: The following certifications or equivalent knowledge is applicable to this position: CompTIA A+, Network+, and Vendor hardware specific training EXPERIENCE: Experience in hardware, software, network troubleshooting, operating system functionality or equivalent training and/or education.
Customer service experience is preferred.
Staff in this position typically have 0-3 years of direct experience.
Duration as Help Desk Technician may be two to four years.
COMMUNICATION SKILLS: This position requires handling confidential information in an appropriate manner.
Customer interactions must be handled with diplomacy and tact.
Individual must be able to gauge the customer's technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending manner.
DECISION MAKING/JUDGEMENT: This position involves familiarization of support policies and procedures.
Although there are sometimes problem-solving guidelines for problems, there may be no existing procedures or instructions for those problems.
If the technician is unable to find a solution, they should seek help from other staff and supervisors for satisfactory solutions.
Ability to work independently and in a team setting is imperative.
OTHER SKILLS AND ABILITIES: · Must be able to learn and support new and quickly-changing technologies.
· Ability to research solutions or information regarding technical issues.
· Excellent interpersonal skills.
· Good work habits under pressure.
· Familiarity with a wide range of standard office automation products.
· Detail oriented.
· Must have a good command of the English language to provide effective phone, desk-side, and email support.
PHYSICAL DEMANDS/WORK ENVIRONMENT: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
· Needs ability to use a keyboard and to enter and retrieve data.
· Must have good eyesight to view computer monitor and phone.
· Lifting and/or carrying of 15-30 lbs.
or more and the pushing and pulling of carts when necessary.
· Ability to climb ladders and work in small spaces We offer an environment for career-driven individuals seeking to make a solid contribution to our company objectives and their own career enhancement.
If you want to work in a challenging, performance-based environment and be rewarded for your efforts, then HTS is the place to build your career.
HTS offers a competitive base salary, bonus, 401K with a company match, paid medical/dental benefits, paid time off, professional and personal development opportunities, and has been named one of Hawaii’s Best Workplaces two years in a row by Pacific Business News.
HTS is more than an IT provider, we are a trusted technology partner for businesses across the island specializing in cloud, infrastructure, networking, and security solutions.
Please provide Résumé and 3 References.
Salary depends on experience.
Local Candidates Preferred.
Job Type: Full-time Pay: $44,000.
00 - $60,000.
00 per year Benefits: * 401(k) * Dental insurance * Health insurance * Paid time off * Vision insurance Schedule: * 8 hour shift * Monday to Friday Supplemental pay types: * Bonus opportunities Education: * High school or equivalent (Required) Experience: * Help desk: 1 year (Preferred) * Windows: 1 year (Preferred) Language: * English (Required) License/Certification: * Driver's License (Required) Work Location: In person