Help Desk Engineer
2 weeks ago
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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