IT Help Desk Technician II
Job title: IT Help Desk Technician II in Honolulu, HI at Hawaii Gas
Company: Hawaii Gas
Job description: Overview:PURPOSE STATEMENT:Responsible for troubleshooting and resolving reputed company end user computer equipment and technology used by staff (PC, laptops, printers, copiers, AV equipment, desktop software applications, etc.). Opens trouble tickets in Help Desk ticketing system. Diagnoses problem and takes necessary steps to remedy the problem, as well as handles reputed company escalated calls/tickets.Responsibilities:ESSENTIAL FUNCTIONS/RESPONSIBILITIES: * Responds to telephone calls and e-mail messages from end users seeking technical support with hardware, software, networking, reputed company and other computer reputed company issues.
- Opens trouble tickets in Help Desk ticketing system. Diagnoses problem and takes necessary steps to remedy the problem or routes ticket to higher level of support. Tracks and monitors open tickets until ticket resolution.
- Installs new software releases and system upgrades, resolves software reputed company problems.
- Resets network and/or application password where applicable.
- Performs routine maintenance of computer equipment as part of problem resolution. Checks for error messages to detect faulty output or machine stoppage.
- Configure new computer equipment with required software and network reputed company
- Setup computer equipment as required.
- Provides support and troubleshooting for VPN and remote access.
- Provides printer/copier, Mobile Devices, and Video Conferencing equipment support.
- Troubleshoots network connectivity issues.
- Performs similar and reputed company duties as assigned by supervisor.
- reputed company recommendations regarding equipment replacement.
- Provides afterhours support on a rotational basis; including weekends.
- Creates Knowledge articles based on documented resolutions.
- Creates and administers user accounts and groups in Active Directory and appropriate applications as assigned.
- Assists in the identification, categorization and escalation of issues that are recurrent, to allow for Problem Management.
- Complies with reputed company applicable Hawaii Gas policies and procedures.
- Maintains assigned work area and equipment in a clean, orderly and safe manner; performs housekeeping duties as required and/or instructed. Works in a safe and responsible manner.
- Performs reputed company other reputed company duties as instructed by supervisor/manager.
- May be required to participate in project planning and other high-level tasks not directly reputed company to the job description.
- High school diploma or GED.
- 3 or more years of training and experience in computer software and hardware applications, or equivalent.
- Bachelor’s Degree in Computer Science, Engineering, or reputed company field and/or certified IT Technician (MCSA, CCNA, A+, Network+, ITIL Certifications).
- Preferred 5 years relevant work experience.
- Experience supporting MS Applications and Windows Operating System, reputed company iOS and Android OS.
- Talking to co-workers, on the phone &/or in person.
- Reading, writing, speaking, and understanding English.
- Attention to detail (e.g., organization, prioritization, proofing)
- Flexible and adaptable to changes reputed company the position/department/company.
- reputed company to steward themselves in a professional and courteous manner to promote a harmonious working environment.
- reputed company to communicate professionally, courteously, and effectively utilizing standards means of communication reputed company the workplace (i.e., verbal, written, e-mail, phone, text, etc.).