What are the responsibilities and job description for the Help Desk Specialist position at State of Hawaii?
Recruitment Information
This posting is for the State of Hawaii, Department of Accounting and General Services, Office of Enterprise Technology Services.
The position is located on the Island of Oahu.
Salary: $ 4,492 – 4,729 monthly
If you have any questions regarding this non-civil service exempt position, please
contact ETS Human Resources at (808) 586-6000, Monday - Friday, 8:00 a.m. - 4:00 p.m. (HST).
The State Recruiting Office will refer all inquiries regarding this exempt position to the Department of Accounting and General Services.
Duties Summary
The Office of Enterprise Technology Services (ETS) is established within the Department of Accounting and General Services (DAGS) to integrate all of the State’s Executive Branches Information Technology (IT) administration, services, and operations into a single, cohesive strategy to reduce costs, deliver effective government services, increase project process efficiencies, improve the overall cyber security posture, and provide accountability and transparency to all constituents the State of Hawaii serves.
The function of the Technology Support Services Branch (TSSB) is to provide planning, development, design, consulting, management, and other technical support services to State agencies for the utilization of public and government access systems using web technologies to facilitate information gathering and information sharing among agencies and the public.
The Help Desk Section (HDS) serves as the primary point of contact to the organization for information technology related problems and is responsible for assisting business customers with telephone, email or trouble ticket inquiries to resolve or escalate IT systems issues and problems. The HDS provides support and incident management and client communications for IT systems faults and service requests.
This position is responsible for providing technical support and assistance to users within an organization, typically through phone, email, or support tickets. The role acts as a primary contact for troubleshooting hardware, software, and network issues, guiding users through problem-solving steps, and escalating issues as needed to ensure timely resolution. This position manages incident documentation, tracks recurring problems, and maintains communication with users throughout the resolution process to ensure satisfaction and efficient service. This position provides technical support for IT systems with a particular emphasis on endpoint management and the imaging and deployment of PCs. The role requires a strong understanding of desktop operating systems, hardware configurations, and software applications. The specialist will ensure that all endpoint devices are properly maintained, configured, and deployed in a networked environment according to organizational standards.
Minimum Qualification Requirements
LEGAL AUTHORIZATION TO WORK REQUIREMENT: The State of Hawaii requires all persons seeking employment with the government of the State shall be citizens, nationals, or permanent resident aliens of the United States, or eligible under federal law for unrestricted employment in the United States.
Recommended Qualifications:
Knowledge of principles and concepts of IT technologies and topologies; proficient in IT protocols and operating systems, common hardware, software components, and network components, structured analysis techniques and methods; and practical and logical application of computer equipment and technology to problem solving.
Skills/Abilities/Personal Characteristics: Strong interpersonal and customer service skills, and analytical/problem solving skills. Ability to perform situational analysis, manage tasks and assist in work on several projects at a time, prioritize assignments on short notice and maintain an effective work pace, maintain effective working relationships with all levels of personnel. Ability to communicate effectively, both orally and in writing, prepare evaluation reports, read and understand service level agreements and instruction manuals in order to make minor repairs to computer equipment; operate standard office equipment including telephone, personal computer, printer, etc.
Desirable Qualifications:
Education: Graduation from an accredited four (4) year college or university with a Bachelor’s Degree in Information Technology or related field and/or two (2) years of work experience in an organization as help desk support or management responsible for first response in answering and replying to information technology incidents. Such experience must have demonstrated knowledge of the methodology to run computer systems and the ability to troubleshoot minor computer equipment malfunctions.
Licenses, Certificates, etc:
Completion and award of one or more of the following certificates: ITIL Foundation or other IT service management certifications, A Certification, Network Certification, Microsoft Modern Desktop Administrator Associate, Microsoft Office Specialist (MOS), Microsoft Certified Systems Engineer (MCSE), Cisco Certification (CCENT, CCT, CCNA, or higher). Possession of a valid driver's license and the capability to drive a motor vehicle in the State of Hawaii.
Other Information
This position is exempt from the civil service and considered temporary in nature. Therefore, if you are appointed to the position, your employment will be considered to be "at will," which means that you may be discharged from your employment at the prerogative of your department head or designee at any time.
Submit resumes to:
ETS.Apply@hawaii.gov
Direct all inquiries regarding this position to:
ETS Human Resources at (808) 586-6000, Monday-Friday, 8:00 a.m.-4:00 p.m. (HST).
NOTE: The State Recruiting Office will refer you to the Department of Accounting and General Services regarding this exempt position.
Salary : $4,492 - $4,729