Help Desk Engineer

2 weeks ago


jamnagar, India Hawaii Tech Support Full time

Company Description

Hawaii Tech Support, founded in 2004, is an IT Partner focused on empowering clients for a strong and resilient economy in Hawaii. The company values trustworthiness, helpfulness, and compassion in its collaborations to support clients. Certified as a Microsoft Small Business Specialist, Hawaii Tech Support provides end-to-end IT solutions with an emphasis on reliability and security.


Role Description

We are seeking a dedicated and skilled Helpdesk Engineer to provide first-line technical support to end-users. The ideal candidate will be responsible for diagnosing and resolving hardware, software, cloud applications and network-related issues. This role involves direct interaction with users, troubleshooting issues, and escalating problems when necessary to ensure minimal downtime and maximum productivity.


Key Responsibilities:

  • Provide timely and accurate technical support for hardware, software, cloud applications and network issues via phone, email, or chat.
  • Diagnose and troubleshoot system failures, connectivity issues, and application errors.
  • Manage and track IT support tickets using a ticketing system, ensuring all issues are logged, prioritized, and resolved within agreed timeframes.
  • Install, configure, and update hardware and software, including operating systems and applications.
  • Maintain and update technical documentation, FAQs, and guides for end-users.
  • Assist with setting up new users and managing user permissions and access controls.
  • Educate and guide users on best practices to prevent issues and improve overall productivity.
  • Perform basic network administration tasks, such as managing user accounts, file permissions, and network connectivity.
  • Participate in the planning and implementation of IT infrastructure upgrades and new technology rollouts.
  • Conduct routine checks to ensure the integrity, security, and performance of IT systems.



Skills and Qualifications:

  • Proven experience as a Helpdesk Engineer or in a similar technical support role.
  • Strong knowledge of Windows and macOS operating systems.
  • Hands-on experience with networking technologies (DNS, DHCP, TCP/IP).
  • Familiarity with Remote Monitoring and Management (RMM) tools for proactive system maintenance and monitoring.
  • Experience in backup management and recovery processes, ensuring data protection and continuity.
  • Expertise in Microsoft 365 administration , including user account management, email configuration, SharePoint, OneDrive, and Teams setup and troubleshooting.
  • Proficiency in troubleshooting Microsoft 365 issues, ensuring optimal performance and security.
  • Basic knowledge of Cyber Security principles , including system hardening, access control, and threat identification.
  • Experience with remote desktop applications and helpdesk software (e.g., Manage, ServiceNow, Zendesk, Jira).
  • Ability to troubleshoot software and hardware issues in a logical and efficient manner.
  • CompTIA Security+ (S+) or similar cybersecurity certifications are highly desirable.
  • Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users.
  • Strong organizational skills and the ability to manage multiple support tickets simultaneously.
  • CompTIA A+, Microsoft Certified Professional (MCP), or other relevant certifications are a plus.



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