Help Desk Technician - Hilo, HI

VPLS seeks an individual to provide Help Desk support services for an enterprise client in Hilo, Hawaii. This Help Desk Technician position will be stationed five days a week at the main office in Hilo, with occasional travel to other offices located on the island. This full-time, long-term position is also eligible for occasional overtime.

The Help Desk Technician has a responsibility to provide “outstanding customer service”, responds in a timely manner to clients, identify issues and analyzing them as well as applying the appropriate fixes & solutions. The Help Desk Technician will also document the results appropriately in the ticketing system and provide proper notification of service ticket statuses to both the internal team and external customers as appropriate.

RESPONSIBILITIES:

· Will be responsible for acquiring PCs and conference room equipment from the Company’s warehouses, securely staging and building them (with standard image), maintaining the inventory, and then distributing the PCs and conference room equipment to designated distribution/storage locations in quantities needed for deployment and repairs.

· Handle complex and/or demanding tasks as well as they can, knowing proper escalation procedures

· Communicates with customers on ticket status and appropriate maintenance. Proactively follows up on customer service issues or requests as needed to ensure that service level expectations are met

· Installs, repairs, and provides assistance with computer systems by replacing network devices and computer components, diagnosing hardware and software problems, installing and upgrading hardware and software, and providing support and training to end users

· Provide remote technical support via phone/ remote app/ email, and other means of communication

· Work in collaboration with the project and engineering teams on the deployment and upgrade of systems at customer sites and locations

· Possible on-call duties to support 24-hour operations, which happen on extremely rare occasions.

REQUIREMENTS:

Knowledge & Skills

· Technicians should have a thorough knowledge of operating systems (up to Windows 10/11 and iOS), hardware, printers, common software packages (Microsoft Suite, Adobe, etc.), and familiarity with Audio Video electronics –widescreen TVs, projectors, video conferencing devices, etc. Working knowledge of A+ or equivalent is strongly desired.

· Technicians must be able to effectively communicate with all levels of the organization, both verbally and in writing.

· Basic knowledge of safety issues associated with electrical equipment is required.

· Technicians must also be able to work under tables, on ladders, move up and down stairs, and lift to 60 pounds.

Please note: Candidates must be able to commute to the Hilo office daily. This onsite requirement is non-negotiable and essential to the core functions of this position.