IT Support Technician
Honolulu, HI
Information Technology /
Full Time (Salary) /
On-site
Are you known for exceeding expectations? Do you embrace the Spirit of Hawai‘i? Then please keep reading because we’re looking for people like you at Hawaiian Host Group.
Who are we? Hawaiian Host Group (HHG) is a leading Hawai‘i-based consumer goods company with a portfolio of brands that includes Hawaiian Host, Mauna Loa, MacFarms, KOHO, and Kapua Orchards. Sold in over 23 countries, HHG produces a suite of products ranging from flavored macadamia nuts to artisan chocolates. Our dedicated team of Hosts of Hawai‘i is spread across our headquarters in Honolulu and offices in Hilo, Kona, Los Angeles, and Tokyo. HHG has 3 manufacturing plants in Hawai'i, as well as the state's largest single macadamia farm.
We are an excited team of people that all have one vision in common: sharing the Spirit of Hawai‘i with the world. Expect camaraderie, product tastings, and other (virtual and in-person) events that make our culture unique. And more importantly, know that your work contributes to our purpose; to make the Islands’ future flourish. We do this through our Takitani foundation that grants scholarships to deserving local students, our solar farm on the Big Island, and other social & environmental initiatives.
That’s enough about us for now, we’d love to learn more about you. Read the job description below and let us know if you’re interested. We can’t wait to meet you!
POSITION SUMMARY:
Reporting to the Chief Financial Officer, the IT Support Technician plays a critical role in overseeing and optimizing daily IT operations across multiple Hawaiian Host Group locations. This position is responsible for leading desktop and software support, hardware maintenance, network monitoring, and system performance optimization. As a key technical resource, the Senior IT Support Technician will take a proactive approach in troubleshooting complex IT issues, implementing system improvements, and ensuring seamless technology operations. Additionally, this role will collaborate closely with leadership and team members to drive continuous improvement in IT services and infrastructure.
ESSENTIAL FUNCTIONS:
- Provide daily operational and system assistance to staff across various departments, including production, warehouse, e-commerce, headquarters, and remote locations, ensuring high-level support and system functionality.
- Analyze, troubleshoot, and resolve complex end-user and system-triggered incidents through the help desk ticketing system, maintaining a focus on rapid resolution within defined service level agreements.
- Prioritize and manage tickets within the ticketing system, escalating issues promptly as necessary and ensuring critical problems are addressed in a timely manner.
- Submit and oversee repair requests for equipment through appropriate vendors, ensuring timely resolution and coordination of vendor support.
- Install, configure, troubleshoot, and repair computer hardware, software, systems, networks, printers, scanners, time clocks, and phones, ensuring optimal performance across all devices.
- Address complex hardware issues, manage computer upgrades, diagnose network setups, resolve software problems, perform antivirus upgrades, and enforce security protocols to ensure the integrity of systems and data.
- Create, manage, and remove user accounts for new and terminated employees, ensuring proper access control for all users and properties.
- Provide support for a wide range of platforms, including desktops, laptops, mobile devices, video conferencing equipment, and other technologies, ensuring seamless integration and functionality.
- Assist in the strategic deployment of technology assets and applications, ensuring the seamless integration of new systems and tools across the organization.
- Support and contribute to emerging opportunity projects and IT planning initiatives, driving innovation and process improvements where applicable.
- Facilitate and lead employee onboarding procedures, including office space setup, computer configuration, and integration of all necessary IT tools.
- Manage employee offboarding tasks, such as equipment retrieval, deprovisioning user accounts, and ensuring compliance with IT policies.
- Ensure the execution of daily network backup operations, ensuring data security and recovery protocols are always followed.
- Provide clear technical guidance, both verbally and in writing, to customers, vendors, management, and colleagues, utilizing strong communication skills for complex problem-solving.
- Regular use of phone and email is integral for communication. Normal hearing and vision, correctable within standard ranges, are necessary for everyday conversations, receiving information, and document preparation or inspection.
- Act as the primary point of contact for all Tier 1 and Tier 2 support needs, serving as the escalation point for complex issues from our Tier 1 vendor and ensuring swift resolution.
- Offer strategic operational assistance to the IT department, providing leadership and oversight through the Help Desk ticketing system to ensure efficient issue resolution and resource allocation.
- Availability of after-hours and weekend support is necessary and expected.
- Regular attendance is required for the position.
OTHER RESPONSIBILITIES:
- Lead and contribute to weekly team meetings and 1:1 sessions with the supervisor, providing insights, sharing progress, and collaborating on strategic IT objectives.
- Spearhead the development and continuous improvement of IT processes and procedures, ensuring alignment with best practices and organizational goals.
- Enhance job knowledge through various means, including educational opportunities, professional publications, networking, and involvement in professional organizations.
- Travel to other work sites, including but not limited to Honolulu, Kea‘au, Captain Cook, and Los Angeles, as needed.
EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:
- Associate's degree or higher from an accredited college, with a preference for a bachelor's degree in Information Technology, Computer Science, or related field; or equivalent experience in technology.
- At least 3-5 years of experience in IT Technician or Help Desk Support roles, with a proven track record of handling complex technical issues and maintaining IT systems and infrastructure.
- Advanced proficiency in using Help Desk Ticketing systems such as Freshdesk, Zendesk, Jira, or ServiceNow, with experience in managing escalations and ensuring optimal service delivery.
- Extensive experience utilizing remote desktop software like TeamViewer, LogMeIn, or similar tools for remote troubleshooting, support, and system management.
- Strong understanding of networking, security concepts, and best practices, with the ability to troubleshoot and resolve advanced networking issues.
- Experience with Windows 7, 8, 10, and 11 operating systems, with advanced knowledge of troubleshooting and system optimization. Familiarity with Mac OS is a plus.
- Experience with Windows Server 2008, 2012, 2016, 2019, or 2022, including installation, configuration, and management of server infrastructure.
- Advanced proficiency in Active Directory management, with a focus on security groups, user permissions, and access control.
- Deep knowledge of Cisco, Dell, and Meraki switches/routers, including configuration, troubleshooting, and system integration is highly preferred.
- Proven ability to analyze and resolve complex hardware, software, and application issues in a fast-paced environment, with a focus on long-term system stability and optimization.
- Ability to meet critical deadlines and manage high-pressure situations, ensuring systems are optimized and operational in demanding circumstances.
- In-depth understanding of IT principles and the ability to communicate complex technical concepts effectively to both technical and non-technical stakeholders.
- Strong sense of discretion and ability to maintain confidentiality, handling sensitive company and employee data with professionalism.
- Excellent problem-solving, communication, team-building, and interpersonal skills, with a customer-focused approach.
- Alignment with values of building trust, agility, and innovation.
PREFERRED EXPERIENCE AND SKILLS:
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
- While performing the duties of this job, the employee is constantly required to sit; stand; walk; use finger dexterity; use vision and hearing; use eye-hand coordination; occasionally required to stair climb; seldom required to push; pull more than 50 pounds; lift more than 50 pounds; carry more than 50 pounds; bend; crawl; squat; kneel; stoop; crouch; climb; forward reach; twist; side bend; overhead reach; grasp; handle.
COMMUNICATION DEMANDS:
- This position requires frequent talking to co-workers; written communication to co-workers; talking to outside trade persons/vendors; written communication to outside trade persons/vendors; responding to written or verbal requests of co-workers; receiving verbal instructions; receiving written instructions; writing/composing written language; reading; visiting/working at different worksites; occasionally talking on the telephone; training/giving verbal instructions.
WORK ENVIRONMENT:
- Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- 1) While performing the duties of this job, the employee works in an office environment and is infrequently exposed to weather conditions.
- 2) The noise level in the work environment is usually light.
$45,000 - $60,000 a year
Hawaiian Host Group is an Equal Opportunity/Affirmative Action Employer.
