IT Help Desk Technician II

PURPOSE STATEMENT:

Responsible for troubleshooting and resolving all end user computer equipment and technology used by staff (PC, laptops, printers, copiers, AV equipment, desktop software applications, etc.). Opens trouble tickets in Help Desk ticketing system. Diagnoses problem and takes necessary steps to remedy the problem, as well as handles all escalated calls/tickets.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES:

Responds to telephone calls and e-mail messages from end users seeking technical support with hardware, software, networking, security and other computer related issues.
1. Opens trouble tickets in Help Desk ticketing system. Diagnoses problem and takes necessary steps to remedy the problem or routes ticket to higher level of support. Tracks and monitors open tickets until ticket resolution.
2. Installs new software releases and system upgrades, resolves software related problems.
3. Resets network and/or application password where applicable.
4. Performs routine maintenance of computer equipment as part of problem resolution. Checks for error messages to detect faulty output or machine stoppage.
5. Configure new computer equipment with required software and network connection
6. Setup computer equipment as required.
7. Provides support and troubleshooting for VPN and remote access.
8. Provides printer/copier, Mobile Devices, and Video Conferencing equipment support.
9. Troubleshoots network connectivity issues.
10. Performs similar and related duties as assigned by supervisor.
11. Make recommendations regarding equipment replacement.
12. Provides afterhours support on a rotational basis; including weekends.
13. Creates Knowledge articles based on documented resolutions.
14. Creates and administers user accounts and groups in Active Directory and appropriate applications as assigned.
15. Assists in the identification, categorization and escalation of issues that are recurrent, to allow for Problem Management.

OTHER FUNCTIONS/RESPONSIBILITIES:

1. Complies with all safety rules and cooperates to the fullest in the promotion of safety and safe work habits, to include the reporting of any unsafe conditions or acts. Maintains all EH&S training on a current basis.
2. Complies with all applicable Hawaii Gas policies and procedures.
3. Maintains assigned work area and equipment in a clean, orderly and safe manner; performs housekeeping duties as required and/or instructed. Works in a safe and responsible manner.
4. Performs all other related duties as instructed by supervisor/manager.
5. May be required to participate in project planning and other high-level tasks not directly related to the job description.

Required Education and/or Work Experience:

• High school diploma or GED.
• 3 or more years of training and experience in computer software and hardware applications, or equivalent.

Preferred Education and/or Work Experience:

• Bachelor's Degree in Computer Science, Engineering, or related field and/or certified IT Technician (MCSA, CCNA, A+, Network+, ITIL Certifications).
• Preferred 5 years relevant work experience.
• Experience supporting MS Applications and Windows Operating System, Apple iOS and Android OS.

Communication/Competency/Skill Requirements:

• Talking to co-workers, on the phone &/or in person.
• Reading, writing, speaking, and understanding English.
• Attention to detail (e.g., organization, prioritization, proofing)
• Flexible and adaptable to changes within the position/department/company.
• Able to steward themselves in a professional and courteous manner to promote a harmonious working environment.
• Able to communicate professionally, courteously, and effectively utilizing standards means of communication within the workplace (i.e., verbal, written, e-mail, phone, text, etc.).