IT Help Desk Technician

Nov 18 2021
Lanakila Pacific |Honolulu|Full Time
Job Description

The IT Help Desk Technician provides first line of support for Lanakila Meals on Wheels’ participants, partner service providers, and Lanakila Pacific employees. The IT Help Desk Technician supports the mission, vision and values of the organization, and upholds and enforces the guidelines and policies of the organization, and demonstrates Lanakila Pacific’s values of teamwork, excellence, achievement, and motivation in all personal interactions.

 

KEY SUPPORT RESPONSIBILITIES:

Position Specific Duties: 

  • Provide Level 1 hardware and software support for enrollees in the Congregate Dining Program by appointment and on an on-call basis, both virtually and in-person (as needed).
  • Provide IT support for Lanakila Pacific and partner service provider staff at all Lanakila Pacific locations, covering Windows desktop, Android and iOS, Office 365 and various cloud services.
  • Assist partners with setup and support of online classes, registration, surveying of participants, and reporting to meet the requirements as listed in grant.

Other Duties: 

  • Follows all safety procedure and practices, and that safeguards and proper safety gear, such as gloves, are used when appropriate.
  • Follows established work rules, standards of conduct, policies, procedures and practices.
  • Performs other related business duties as assigned.
  • Completes training as mandated by organizational policy.
  • Demonstrates the ability to work with confidential information and comply with established policies, procedures, and practices.
  • Demonstrates a willingness to gain and possess thorough knowledge of Lanakila Pacific’s programs and seeks ongoing educational opportunities related to the position.

 

WORKING CONDITIONS/HOURS:

  • Scheduled to work 5 days a week. Monday to Friday, 7:30 am – 4:30 pm.  May be required to work outside of normal business hours including weekends and holidays to meet operational needs and contract requirements. 
  • Indoor, office setting, outdoors; may need to do deliveries, travel to other program sites, meeting sites, etc., as required.  Some remote work may be a possibility

 

EQUIPMENT USE: 

  • Intermediate to Advanced computer proficiency in Microsoft Server products, Windows 10, Office 365, SharePoint, Corporate Anti-Virus or other comparable programs.
  • Intermediate to Advanced proficiency in Android and iOS devices
  • Intermediate proficiency in computer hardware and network troubleshooting. 
  • Other standard office equipment such as copiers, printers, and telephones. 
  • Company vehicle.

MINIMUM QUALIFICATIONS:

 

Required

  • Education/Experience: Associate Degree with a concentration in Information Technology and one year of IT related experience OR High School Diploma and three years of IT related work experience. 
  • 3 years supporting end-users in an Office 365 environment
  • 1 year as administrator of Office 365 environment
  • Experience supporting the following:
  • Print services
  • IOS devices 
  • Android devices 
  • Windows 10
  • Windows Server 2012 and higher
  • Authoring documentation and step-by-step instructions for end users with minimal technical        knowledge
  • Ability to diagnose and resolve basic technical issues
  • Proficiency in English
  • Determine the best solution based on the issue and details provided by customers
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures

Clearance/Certification: 1) TB clearance, 2) Criminal background check, 3) Pre-employment drug and alcohol testing, 4) Child Protective Services/Adult Protective check.

 

Lanakila Pacific is an equal opportunity employer. As part of our mission, we strongly encourage individuals with challenges or disabilities to apply.


Lanakila Pacific is a drug-free & alcohol-free workplace.

 

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