IT Support Specialist

3 weeks ago

Honolulu, Hawaii, United States University Health Partners of Hawai'i (UCERA) Full time

Job Summary

The IT Specialist provides technical support to end-users and the CIO, focusing on customer service for UHP users. This role involves identifying, researching, and resolving technical issues, responding to requests, and documenting problems for timely resolution.

Key Responsibilities

  • Install, monitor, and troubleshoot hardware and software issues in Windows and Mac environments.
  • Provide support and training to end-users as requested and assigned.
  • Assist in network analysis, design, and implementation to ensure reliable and secure network operation.
  • Set up and configure new computers and provide initial training on standard software and network operations.
  • Responsible for desktop security and passwords, working with the UHP IT team to execute server and network security and access.
  • Collaborate with JABSOM departments/locations to address common needs and requirements.
  • Resolve customer/end-user technical issues, including escalation, referral, and delegation using available resources.
  • Ensure all applicable technical policies and procedures are accurate and up-to-date.
  • Remain well-versed in Help Desk policies, procedures, standards, and documentation.
  • Act as a communications point for the Helpdesk.
  • Be able to drive to outlying UHP sites to install and service equipment and systems, if necessary.

Qualifications

  • Minimum: Associate's degree in Computers, Electronics, Networking Technology, Information Technology, or a related field, or comparable work experience.
  • Successful experience working as a team member in a collaborative, problem-solving environment.
  • Successful experience working as a team member with a multicultural staff and clientele.

Preferred Qualifications

  • Bachelor's degree in Computer Engineering, Computer Science, MIS, Information Technology, or a related field, or comparable work experience.
  • Networking certifications such as CCNA.
  • Security certifications.
  • Prior experience in Healthcare systems or technology desirable.
  • 2 or more years in an IT/Customer Service related environment.
  • 1-2 years of hardware and software installation, configuration, and troubleshooting experience with Windows operating systems.

Skills and Knowledge

  • Strong troubleshooting skills with respect to computer hardware, software, and peripheral problems.
  • Strong organization skills.
  • Excellent customer service skills with the ability to interact positively and sensitively with staff and the general public.
  • Creation and management of user accounts.
  • Intermediate knowledge of information security.
  • Intermediate to advanced knowledge of Windows Operating Systems, desktop, and server.
  • Intermediate to advanced knowledge of Microsoft Office product suite.
  • Strong interpersonal skills, punctual, and a strong sense of personal responsibility.
  • Proven trouble-shooting and problem-solving skills.
  • Strong oral and written communication skills, including the ability to communicate effectively with a non-technical audience.
  • Strong planning skills with the ability to accomplish multiple tasks on time with accuracy and minimal supervision.

Job Conditions

  • Normal working conditions, indoors, air-conditioned.
  • Usual hours are Monday-Friday, 7:00 a.m. to 4:00 p.m. This position may require availability beyond these hours, including weekends and evenings.
  • Must have excellent written and verbal communication skills. Requires communication with staff, between departments, and with clients and contractors.

Mental and Physical Demands

  • Requires occasional lifting and moving of items up to 50 pounds.
  • Must be able to check cabling in floors, walls, and ceiling, install equipment, and move equipment to/from storage.
  • Working with minimal supervision; attention to detail, accuracy, and concentration, and ability to maintain calm composure while performing multiple tasks.
  • Some driving between sites is necessary.

Benefits

  • Generous time off benefits.
  • 100% employee health and dental coverage and vision.
  • Flexible spending plan.
  • Retirement plan with up to 3% dollar-for-dollar company matching contributions.
  • 100% company-paid group Life/AD&D/LTD insurance.
  • Employee assistance program (EAP).
  • Pet Insurance, Prepaid legal with competitive rates.

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