HawaiiUSA FCU is seeking a collaborative and customer-focused IT Support Specialist I to join our IT team. The IT Support Specialist will support end users to accomplish general business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. The IT Support Specialist will also provide support to the network specialists to configure, test, maintain, monitor, and troubleshoot end user telecommunications hardware, telephony devices, and voice/ data hardware products.
ESSENTIAL JOB FUNCTIONS:

• Fields incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Prioritizes and schedules problems. Escalate problems (when required) to the appropriately experienced technician.
• Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Applies diagnostic utilities to aid in troubleshooting.
• Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Ability to diagnose and repair equipment and have a sound technical understanding of a wide variety of personal computing equipment.
• Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Performs hands-on fixes and troubleshooting at the printer level, including installing and upgrading printer drivers.
• Configures, tests, installs, and maintains a variety of personal computing and network hardware and software systems.
• Provide Tier 1 support to security related threats and incidents.
• Installs anti-virus and other approved security software.
• Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Performs post-resolution follow-ups to help requests.
• Collaborates with network specialists/network analysts to ensure efficient operation of the company’s desktop computing environment.
• Develops and maintains an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
• Perform other duties as assigned.

QUALIFICATIONS AND REQUIREMENTS:

• High School diploma or equivalent, and 2 years related work experience. Associate degree or higher in computer science preferred.
• Experience with desktop & peripheral systems.
• Experience with MS Windows and Office applications.
• Experience working in a team-oriented, collaborative environment.
• Ability to work the occasional evening and weekend work to meet deadlines.
• On call availability 24 x 7.
• Ability to lift and transport heavy to moderately heavy objects, such as computer equipment and peripherals.
• Ability to travel to neighbor islands or out of state as needed.
• Possession and use of a personal vehicle as needed.

BENFITS & PAY
The expected pay range for the IT Support Specialist is $19.50 - $25.00/ hour.
We cover 100% of employees' monthly health insurance premiums for medical, drug, vision, and dental insurance. Employees also love receiving paid volunteer time, our pay it forward program, and matching their charitable donations up to $250 per year per employee. Tuition assistance for higher education is another special way we invest in our workforce. Benefits include Paid Time Off and 11 Paid Holidays, 401(k) and 3% Employer Contribution, Health insurance, Paid time off, Vision insurance, Dental insurance, Prescription drug insurance, Tuition reimbursement, Life insurance, Flexible spending account, Disability insurance, Health savings account, Opportunities for advancement, Employee assistance program, Referral program, Retirement plan, Employee discount, Paid training, Professional development assistance, AD&D insurance, Volunteer time off, Credit union membership, Paid orientation, and more!
Make a difference one life at a time!
About Us
HawaiiUSA Federal Credit Union is a local, not-for-profit, federally insured financial cooperative owned and operated by our members since 1936. We are dedicated to helping members achieve their financial goals, and our employees reach their career aspirations. We are committed to our community by extending ourselves through our time, efforts, and resources. Our motto, Life Matters, means celebrating life’s experiences and creating fulfilling work opportunities, not just jobs.