Help Desk Technician I — First-Line IT Support

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

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.