Job Description
Join our elite IT support team in Honolulu as a Senior Help Desk Specialist! We're seeking a tech-savvy professional to deliver premium support to our enterprise clients. Enjoy competitive compensation, comprehensive benefits, and a dynamic work environment in Hawaii's capital. If you're passionate about solving complex technical challenges and delivering exceptional customer service, this is your opportunity to thrive.
Responsibilities
- Provide Tier 3 technical support for enterprise-level hardware/software systems
- Manage and resolve complex IT infrastructure issues across multiple platforms
- Lead incident management processes including root cause analysis and documentation
- Develop and maintain IT support documentation and knowledge base articles
- Collaborate with network, security, and development teams for integrated solutions
- Mentor junior support staff and conduct technical training sessions
- Implement proactive monitoring to prevent system outages
Qualifications
- 5+ years of enterprise-level help desk support experience
- Expertise in Windows Server, Active Directory, and cloud platforms (AWS/Azure)
- Strong diagnostic skills for hardware, software, and network issues
- CompTIA A+, Network+, or equivalent industry certifications required
- Experience with ticketing systems (ServiceNow/Jira) and ITSM frameworks
- Excellent communication skills with ability to explain technical concepts to non-technical users
- Bachelor's degree in Computer Science or related field preferred