Help Desk Technician I

First Hawaiian Bank; Honolulu (HI); On-site; USD 28,000 - 33,000; Full time

Job summary

First Hawaiian Bank in Honolulu seeks a Help Desk Technician Tier I to be the first point of contact for users, troubleshooting basic issues and ensuring secure operations.

You will document interactions, monitor systems, and collaborate with IT teams while upholding data security and customer satisfaction. The role requires strong communication, a proactive attitude, and familiarity with monitoring tools and Windows/Microsoft Office.

Qualifications

• Associate’s Degree in Computer Science or related field.
• Technical certifications in Microsoft, Cisco or Unix/Linux, ITIL Foundations, or CompTIA.
• Equivalent work experience (e.g., 1+ year in a similar role) required.
• Able to handle confidential matters judiciously.
• Strong time management and prioritization.
• Proficient with Microsoft Office and Windows OS.
• Familiar with monitoring tools, scheduling software, and admin procedures.
• Excellent verbal and written communication.
• Self-motivated with minimal supervision.
• Strong problem-solving and analytical troubleshooting.
• Ability to manage multiple support cases.
• Willingness to learn new technologies and trends.
• Customer-centric approach to support.

Responsibilities

• Answer incoming calls and provide timely technical support to users.
• Troubleshoot basic hardware, software, and network issues.
• Document support interactions and maintain records.
• Monitor system performance and identify bottlenecks.
• Collaborate with IT teams to ensure smooth operations.
• Follow procedures to maintain data security and confidentiality.
• Stay updated with technology trends and best practices.
• Provide feedback for process improvements to support efficiency.
• Assist in implementing and testing new systems and updates.
• Maintain a positive and professional user experience.

Skills

Customer support

Time management

Communication skills

Problem solving

Independent worker

Confidentiality

Windows OS

Microsoft Office

Monitoring tools

Education

Associate’s Degree in Computer Science or Technology

Technical Certification in Microsoft, Cisco or Unix/Linux Technologies, ITIL Foundations, CompTia

Equivalent work experience (e.g., 1 year in similar role)

Tools

Microsoft

Cisco

Unix/Linux Technologies

ITIL Foundations

CompTia

Job description

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.

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.