Entry-Level Help Desk Technician – Fast IT Support

Abacus Solutions Group, LLC; Honolulu (HI); On-site; USD 42,000 - 62,000; Full time

Job summary

Abacus Solutions Group in Honolulu, HI is seeking a customer-focused help desk professional to support software, hardware, and network operations. You will respond to requests, work to resolve issues quickly, and document actions in the ticketing system.

You will handle escalated issues, sometimes using remote tools, and strive for First Contact Resolution while keeping clients informed of steps and timelines. Strong time management is essential.

Responsibilities

• Respond to and resolve customer requests for software, hardware, and network issues.
• Assist with managing escalated customer issues and update procedure documentation as required.
• Resolve problems with or without remote tools.
• Consistently achieve First Contact Resolution performance metric.
• Accurately document calls and cases.
• Be aware of customer’s time restraints and work within those time limits.
• Keep customer aware of resolution steps if ticket needs to be dispatched.
• Provide clients with problem reference numbers and request numbers.
• Enter all troubleshooting/resolution steps into the trouble ticket.
• Manage time and workload to meet predetermined service levels.

Job description

Abacus Solutions Group in Honolulu, HI is seeking a customer-focused help desk professional to support software, hardware, and network operations. You will respond to requests, work to resolve issues quickly, and document actions in the ticketing system.

You will handle escalated issues, sometimes using remote tools, and strive for First Contact Resolution while keeping clients informed of steps and timelines. Strong time management is essential.