Job Purpose:

The Technical Solutions Analyst provides hardware and software support to our employees via phone, email, and onsite. This position requires to ask appropriate questions to help diagnose and resolve issues. The Analyst will escalate unresolved issues to the appropriate resources. This role is responsible for dealing with employees, have a solid understanding of current operating systems and applications, and enjoy working on a team.

Essential Functions:

Provide remote and on-site support
Manage Help Desk tickets and escalations
Manage critical issues
Document customer interactions and internal procedures
Training users on best practices
Special projects as required

Education:

Bachelor's degree in computer science or information technology preferred

Experience:

1 to 2 years of IT experience or 2 to 3 years of Customer service experience

Certifications, Accreditations, Licenses:

Must have a valid driver’s license
A+ Certification preferred

Special Knowledge, Skills, and Abilities:

Excellent customer service skills
Highly organized to manage Help Desk tickets
Ability to solve basic hardware and software issues
Knowledge of popular operating systems, software applications, and remote connection systems
Knowledge of Windows 10 and 11 operating systems and domain environments
Good written and oral communication skills required to communicate action items taken to resolve IT-related issues to end-users in terms easily understood

Physical Requirements:

Must be able to lift/carry up to 50 lbs.

Supervisory Responsibility:

No Supervisory Responsibility

We were made aware of an employment scam in which a third-party is creating false communications under the Hawaiian Telcom name. We want to reiterate that Hawaiian Telcom never seeks payment from job applicants and only reaches out from @hawaiiantel.com email addresses. We are encouraging applicants to apply through our website at Hawaiian Telcom Careers for added security.

Hawaiian Telcom

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Technical Solutions Analyst