Help Desk Engineer

Company DescriptionHawaii Tech Support, founded in 2004, is an IT Partner focused on empowering clients for a strong and resilient economy in Hawaii. The company values trustworthiness, helpfulness, and compassion in its collaborations to support clients. Certified as a Microsoft Small Business Specialist, Hawaii Tech Support provides end-to-end IT solutions with an emphasis on reliability and security.Role DescriptionWe are seeking a dedicated and skilled Helpdesk Engineer to provide first-line technical support to end-users. The ideal candidate will be responsible for diagnosing and resolving hardware, software, cloud applications and network-related issues. This role involves direct interaction with users, troubleshooting issues, and escalating problems when necessary to ensure minimal downtime and maximum productivity. The ideal candidate will be willing to work in late night shifts. Key Responsibilities:Provide timely and accurate technical support for hardware, software, cloud applications and network issues via phone, email, or chat.Diagnose and troubleshoot system failures, connectivity issues, and application errors.Manage and track IT support tickets using a ticketing system, ensuring all issues are logged, prioritized, and resolved within agreed timeframes.Install, configure, and update hardware and software, including operating systems and applications.Maintain and update technical documentation, FAQs, and guides for end-users.Assist with setting up new users and managing user permissions and access controls.Educate and guide users on best practices to prevent issues and improve overall productivity.Perform basic network administration tasks, such as managing user accounts, file permissions, and network connectivity.Participate in the planning and implementation of IT infrastructure upgrades and new technology rollouts.Conduct routine checks to ensure the integrity, security, and performance of IT systems.Skills and Qualifications:Proven experience as a Helpdesk Engineer or in a similar technical support role.Strong knowledge of Windows and macOS operating systems.Hands-on experience with networking technologies (DNS, DHCP, TCP/IP).Familiarity with Remote Monitoring and Management (RMM) tools for proactive system maintenance and monitoring.Experience in backup management and recovery processes, ensuring data protection and continuity.Expertise in Microsoft 365 administration, including user account management, email configuration, SharePoint, OneDrive, and Teams setup and troubleshooting.Proficiency in troubleshooting Microsoft 365 issues, ensuring optimal performance and security.Basic knowledge of Cyber Security principles, including system hardening, access control, and threat identification.Experience with remote desktop applications and helpdesk software (e.g., Manage, ServiceNow, Zendesk, Jira).Ability to troubleshoot software and hardware issues in a logical and efficient manner.CompTIA Security+ (S+) or similar cybersecurity certifications are highly desirable.Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users.Strong organizational skills and the ability to manage multiple support tickets simultaneously.CompTIA A+, Microsoft Certified Professional (MCP), or other relevant certifications are a plus. PRB