Help Desk Technician I

Socket.dev; Honolulu (HI); On-site; USD 28,000 - 34,000; Full time

Job summary

Socket.dev is seeking a Help Desk Technician Tier I in Honolulu, HI to be the first point of contact for users facing technical issues. You will troubleshoot basic problems and document support interactions to ensure smooth operations and data security.

The role requires strong communication, a proactive approach, and familiarity with monitoring tools. Shifts Tue-Sat 2:00 pm - 11:00 pm, with compensation $20.19–$24.52 per hour, commensurate with experience.

Qualifications

• Associate’s Degree in Computer Science or Technology or equivalent work experience.
• Certifications in Microsoft, Cisco, Unix/Linux, ITIL Foundations, or CompTIA are preferred.
• Experience in a similar role (e.g., 1 year) is required.
• Ability to handle confidential matters with discretion.
• Good time management and prioritization skills.

Responsibilities

• Answer incoming calls and provide timely and accurate technical support to users.
• Troubleshoot and resolve basic technical issues related to hardware, software, and network connectivity.
• Document all support interactions and maintain accurate records for future reference.
• Monitor system performance and identify potential issues or bottlenecks.
• Collaborate with other IT teams to ensure smooth operations and efficient issue resolution.
• Follow established procedures and guidelines to maintain data security and confidentiality.
• Stay updated with the latest technology trends and best practices in the industry.
• Provide feedback and suggestions for process improvements to enhance overall support efficiency.
• Assist in the implementation and testing of new systems and software updates.
• Ensure a positive and professional user experience, maintaining a high level of customer satisfaction.

Skills

Strong communication

Proactive approach

Independent work

Problem-solving

Time management

Customer-focused

Education

Associate’s Degree in Computer Science/Technology

Technical Certification (Microsoft/Cisco/Unix-Linux/ITIL/CompTIA)

Equivalent work experience

Tools

Microsoft Office

Windows OS

Monitoring tools

Job description

As a Help Desk Technician Tier I, you will be the first point of contact for users facing technical issues. Your role is crucial in maintaining the bank's efficient and secure operations. You will be responsible for troubleshooting and resolving basic technical problems, ensuring a seamless user experience. This role requires strong communication skills, a proactive approach, and a solid understanding of monitoring tools and administrative procedures.

Compensation

The hourly pay range for this role is $20.19 - $24.52; commensurate with experience

Work Schedule:

Tuesday - Saturday 2:00 pm - 11:00pm (shifts may vary)

Responsibilities

• Answer incoming calls and provide timely and accurate technical support to users.
• Troubleshoot and resolve basic technical issues related to hardware, software, and network connectivity.
• Document all support interactions and maintain accurate records for future reference.
• Monitor system performance and identify potential issues or bottlenecks.
• Collaborate with other IT teams to ensure smooth operations and efficient issue resolution.
• Follow established procedures and guidelines to maintain data security and confidentiality.
• Stay updated with the latest technology trends and best practices in the industry.
• Provide feedback and suggestions for process improvements to enhance overall support efficiency.
• Assist in the implementation and testing of new systems and software updates.
• Ensure a positive and professional user experience, maintaining a high level of customer satisfaction.

Qualifications

The ideal candidate will have:

• Associate’s Degree in a Computer Science or Technology discipline; or
• Technical Certification in Microsoft, Cisco or Unix/Linux Technologies, ITIL Foundations, CompTia; or
• Equivalent work experience (e.g., at least 1 year in similar role) required.
• Able to handle confidential matters judiciously.
• Good time management skills and able to prioritize.
• Proficient in setup and user of Microsoft Office and Windows operating system.
• Familiarity with monitoring tools, task scheduling software, and administrative procedures.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Self-motivated and able to work independently with minimal supervision.
• Strong problem-solving and analytical skills, with a methodical approach to troubleshooting.
• Ability to prioritize tasks and manage multiple support cases simultaneously.
• Willingness to learn and adapt to new technologies and industry trends.
• A positive attitude and a customer-centric approach to providing support.