IT Support Specialist

TO BE CONSIDERED APPLY DIRECTLY TO https://honolulumuseum.org/opportunities-m1xn

Job Summary:

Under the general direction of the Head of Information Technology, the IT Support Specialist serves as the first point of contact for end-user technical support across the Museum. This role is responsible for delivering timely, high-quality frontline Tier 1 support for hardware, software, and connectivity issues, while ensuring both a consistent and professional support experience.

The Honolulu Museum of Art:

Opened in 1927, the Honolulu Museum of Art is a home for art and education created for the benefit of the entire community. Founder Anna Rice Cooke envisioned a museum that would bring people together through the power of art and “the deep intuitions that are common to all.” The museum was conceived of as a place of meaningful exchange and dialogue, celebrating the diverse artistic and cultural traditions of Hawai‘i’s multi-ethnic population. From this founding intention grew the museum of today, with a world-class encyclopedic collection of more than 55,000 works of art, representing a stunning breadth of places and eras, from all corners of the globe and from the ancient past to the present day.

To learn more about HoMA, please visit our website. https://honolulumuseum.org/about-us-zpj4

Minimum Qualifications:

• High school diploma or GED equivalent.
• 2 years of experience in help desk, desktop support, or technical support role.
• Strong verbal, written, and interpersonal communication skills.
• Strong organizational, critical thinking, and problem-solving skills.
• Ability to work independently and within a team.
• Working knowledge of Microsoft Windows and Apple macOS environments.
• Basic knowledge of networking concepts such as TCP/IP and Wi-Fi connectivity.
• Experience with end-user hardware support for desktops, laptops, mobile devices, printers, and peripherals.
• Experience with software installation and basic troubleshooting.
• Honesty, integrity, enthusiasm, perspective, and a strong work ethic supported by commitment and follow-through.
• Ability to work within and support a diverse community of visitors, artists, and employees.

Desired Qualifications:

• Bachelor’s degree in computer science, information systems, or related field.
• Experience in environments supporting multiple departments.
• Familiarity with Microsoft 365 (Outlook, Teams, OneDrive, Sharepoint support).
• Familiarity with help desk/ticketing systems.
• Experience in IT asset management and inventory tracking.
• Familiarity with Point-of-Sale (POS) systems troubleshooting (e.g. Retail, Restaurant, or Hospitality systems).
• Experience running or terminating Cat 5/6 cabling.
• Understanding of Honolulu Museum of Art’s established identity and dedication to advancing it.

Essential Duties:

• Serves as first point of contact for all IT support requests via ticketing system, email, or in-person.
• Provide timely and professional support for Tier 1 issues and requests involving hardware, software applications, operating systems, account access, and basic network connectivity.
• Troubleshoot and resolve issues at first contact when possible and escalate appropriately when needed.
• Accurately track and update support requests in IT ticketing system.
• Prioritize tickets based on urgency and business impact in alignment with IT operational guidelines.
• Responds to and updates ticket within established service level expectations for response and communication.
• Maintains ownership of assigned tickets and follows established escalation procedures to ensure efficient resolution.
• Develops and maintains documentation of troubleshooting steps and resolutions.
• Configures and deploys end-user devices including desktops, laptops, and mobile devices.
• Performs onboarding setups for new employees, and offboarding processes for exiting employees.
• Maintains and updates asset inventory records.
• Assists with basic technical set-up and support for staff offices, exhibition spaces, and retail and hospitality spaces.
• Supports audio/video and technology needs for internal meetings and events.
• Maintains confidentiality and handle sensitive information in accordance with IT operational guidelines.
• Delivers consistent, timely, and high-quality client service to all staff.
• Maintains ownership of assigned tickets and follows through to resolution or appropriate escalation.
• Other duties assigned. 

Compensation

The Honolulu Museum of Art is committed to practicing salary transparency. The minimum wage for this position is $25.00 per hour and the maximum wage is $28.00 per hour. Please note that the pay range information is a general guideline only. Many factors are taken into consideration when setting pay, including education, experience, the external labor market, and internal equity. This opportunity includes a generous benefits package, including but not limited to:

• Fully covered medical, dental, and vision insurance for employee
• 12 paid holidays
• 15 days of vacation accrual in 1st year, increasing to 20 days in 2nd year
• 15 days of annual sick leave
• Group retirement plans with employer matching after 2nd year
• Shop, Museum Café, and Art School discounts
• Onsite parking provided

Working Conditions and Atmosphere:

Works in an office environment. General office hours are Monday through Friday, 8:00 a.m. to 5:00 pm with flexible scheduling as needed. Ability to operate general office equipment including computer, copier, printers, fax machine, etc. Ability to lift, carry, push, pull, up to 25 lbs. of general office material or equipment. Ability to work some evening and weekend hours.

The employee must be able to fulfil all Essential Duties with or without a reasonable accommodation. This job description is not designed to cover or contain a comprehensive list of all activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice.

EEOC Statement:

HoMA welcomes people from all backgrounds and walks of life, and this is reflected in our diverse community of employees. We encourage applications from candidates across a wide variety of backgrounds, including, but not limited to, people of all races and ethnicities, people with disabilities, women, veterans, and all members of the LGBTQ community.

HoMA is proud to be an equal opportunity employer and is committed to providing equal opportunity for all employees and applicants. HoMA recruits, hires, trains, promotes, compensates, and administers all personnel actions and benefit programs without regard to race, color, ancestry, religion, sex, including pregnancy and gender identity and expression, national origin, age, disability, sexual orientation, reproductive health decisions, marital status, arrest and court record, citizenship, credit history, military and veteran service, victim of domestic violence or sexual abuse victim status, genetic information, or any other characteristic protected by applicable federal, state or local law.

The statements contained herein describe the scope of the responsibilities and essential functions of this position but should not be considered to be an all-inclusive listing of work duties and requirements. Individuals may perform other duties as assigned including work in other areas to cover absences or relief to equalize peak work periods or otherwise balance the workload.

HoMA maintains a policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals. This applies to both HoMA employees and applicants for employment with the Museum. Any form of harassment of any employee because of any protected status is also prohibited.

TO BE CONSIDERED APPLY DIRECTLY TO https://honolulumuseum.org/opportunities-m1xn