Help Desk Technician

About Pharmacare:

Care Done Right For over 90 years, Pharmacare Hawaii has been providing care to its patients with the same Aloha Spirit as they did for generations. Today this third generation locally owned and operated pharmacy employs nearly 200 employees over its locations on Oahu, Maui and Hilo. Be part of the team that is committed to helping improve the health of our community. 2025 Hawaii Business Magazine Top 250 Company

Help Desk Technician Level I

Description

The Help Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

MUST be able to pass a background check and drug screen.

Responsibilities

Strategy & Planning

· Evaluate documented resolutions and analyze trends for ways to prevent future problems.

Acquisition & Deployment

· Assist in software releases and roll-outs according to Change Management best practices.

Operational Management

· Field incoming help requests from end users via both telephone and e-mail in a courteous manner.

· Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

· Build rapport and elicit problem details from help desk customers.

· Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.

· Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

· Apply diagnostic utilities to aid in troubleshooting.

· Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

· Identify and learn appropriate software and hardware used and supported by the organization.

· Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

· Performing preventative maintenance, including checking and cleaning of workstations, printers, phones, and peripherals.

· Test fixes to ensure problem has been adequately resolved.

· Perform post-resolution follow-ups to help requests.

· Develop help sheets and frequently asked questions lists for end users

· Contribute to the Development of procedures for IT tasks.

Position Requirements

Formal Education & Certification

· College diploma, university degree, or associates degree in a computer related field of study and/or 1 year equivalent work experience with A certification.

Knowledge & Experience

· Knowledge of basic computer hardware.

· Experience with desktop and server operating systems, including Windows 10, Windows server 20xx.

· Extensive application support experience with Microsoft Office.

· Knowledge of programming languages is a plus.

· Working knowledge of a range of diagnostic utilities.

· Good understanding of the organization’s goals and objectives.

· Exceptional written and oral communication skills.

· Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

· Strong documentation skills.

Personal Attributes

· Ability to conduct research into a wide range of computing issues as required.

· Ability to absorb and retain information quickly.

· Ability to present ideas in user-friendly language.

· Highly self-motivated and directed.

· Keen attention to detail.

· Proven analytical and problem-solving abilities.

· Ability to effectively prioritize and execute tasks in a high-pressure environment.

· Exceptional customer service orientation.

· Experience working in a team-oriented, collaborative environment.

Work Conditions

· Sitting for extended periods of time.

· Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.

· Lifting and transporting of moderately heavy objects, such as computers and peripherals.

Job Type: Full-time

Pay: $22.00 - $23.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Application Question(s):

• Are you able to pass a background check and drug screen?

Experience:

• IT Help Desk: 1 year (Preferred)

Ability to Commute:

• Honolulu, HI 96819 (Required)

Work Location: In person

Salary : $22 - $23