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Hawaii Foodservice Alliance LLC · 3 months ago

Tier 1 IT Help Desk Support (Oahu)

Honolulu, HI

Full-time

Onsite

New Grad, Entry Level

$53K/yr - $53K/yr

Hawaii Foodservice Alliance is the largest local supplier of perishable foods in Hawai‘i, committed to building connections and nourishing communities. They are seeking a customer service-oriented Tier 1 IT Help Desk Support Agent to provide technical support and troubleshooting for over 600 users, while managing IT assets and maintaining documentation.

Food and BeverageLogisticsWarehousing

Responsibilities

Provide First-Level Tech Support:  Primarily responsible for responding to user inquiries using a ticketing system and providing technical assistance via phone, email, or chat

Monitor Systems & Tickets:  Keep an eye on support requests, assign requests to responsible teams, resolve any tickets that fall into your wheelhouse, monitor system alerts and performance, suggesting proactive measures to prevent issues and improve workflows

Troubleshoot Issues: Diagnose and resolve issues with hardware, software, user account, license, printer, and network systems, escalating problems to Tier 2 or Tier 3 support and external specialists as necessary

Maintain Documentation:  Maintain IT asset management inventory (hardware, accessories, licenses, user assignments). Document resolutions in the help desk ticketing system

User Account Management:  Perform user account creation, password resets, and granting/changing permissions using Active Directory and EntraID

Device Management: Use remote management and bulk deployment tools to keep client devices updated across the network. Familiarity with imaging and Intune MDM is a plus

Install, Configure and Update Software:  Onboard new devices and equipment for business use using established processes. Install, configure and maintain Line of Business applications and modern Windows operating systems

Educate Users: Provide guidance and training to users on best practices and how to use IT resources effectively. Advocate for best security practices at every opportunity, able to keep up with the quickly changing world of technology

Occasional travel to Neighbor Islands: HFA has offices on all Hawaiian Islands, occasionally you will be asked to travel to branch offices to work on IT projects that span across all islands

Qualification

Technical SupportActive DirectoryTroubleshooting TechniquesCompTIA A+Powershell ScriptingCustomer ServiceCommunication SkillsProblem-Solving SkillsFlexible Schedule

Required

Customer Service: A friendly, patient, and professional demeanor with a focus on providing excellent support service

Education: High school diploma or equivalent; an associate degree in IT or a related field is preferred

Experience: Previous experience in a customer service or IT support role is a plus

Technical Skills: Solid understanding of computer hardware, software, printer components and networking concepts. Must be proficient with basic troubleshooting techniques (OSI networking model), Microsoft Active Directory, EntraID, Office365, Windows Client and Server editions. Powershell scripting, Cisco command line, familiarity with MacOS and basic printer maintenance experience is a plus

Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users

Problem-Solving Skills: Adaptable and able to think quickly through problems. Strong analytical and troubleshooting abilities

Certifications: CompTIA A+ or similar certifications are a plus

Flexible Schedule: HFA is a 24/7, 365 logistics company. Ability to provide technical support at various times of the day

Ability to lift and carry up to 40 lbs (e.g., printers, monitors, IT equipment)

Comfortable working in confined spaces such as under desks or behind equipment racks

Ability to sit, stand, bend, and crouch for extended periods as required by support tasks

Applicants must currently reside on Oahu, Hawaii to be considered for this role

Preferred

Education: Bachelor's (Preferred)

Benefits

Free Healthcare

401(k) Plan with % matching

Paid every Friday

Paid Time Off

Flexible Spending Account

Employee Assistance Program

Employee Discounts (e.g., Gym membership, Pet Insurance, Legal Assistance plan)

Dental insurance

Life insurance

Vision insurance

Referral program

Company

Hawaii Foodservice Alliance LLC

Hawaii Foodservice Alliance LLC is your single source solution to reaching and growing your Hawaii market! Serving all of Hawaii with FSMA compliant cold chain logistics & DSD service.

Founded in 2002