IT Help Desk

This role provides Tier 1 IT help desk support as the first point of contact for associates across all Tony Group locations and departments. You will troubleshoot and resolve issues involving hardware, software, networks, and peripherals, and escalate more complex problems when required.

Location and Schedule

Waipahu, HI (onsite). Hourly salary: USD 24. Minimum experience: 1 year.

Key Responsibilities

• Answer incoming help desk calls, emails, and support requests in a professional and timely manner.
• Respond to and resolve assigned IT support tickets within established service level expectations.
• Provide first-level support for desktops, laptops, printers, mobile devices, phones, software applications, and network connectivity.
• Install, configure, and maintain computer hardware, software, and peripheral equipment.
• Assist with user account creation, password resets, permissions, and access requests.
• Troubleshoot Microsoft Windows, Microsoft 365, Outlook, Teams, and common business applications.
• Document, track, and monitor support requests using the company ticketing system.
• Escalate unresolved or complex technical issues to Tier 2 or the IT Manager.
• Support workstation setup, equipment deployment, and employee onboarding or offboarding.
• Maintain accurate inventory of IT equipment and related assets.
• Follow IT security policies and procedures while protecting company data and systems.
• Deliver courteous customer service and educate associates on basic technology best practices.

Additional Service Standards

• SMILE: Be positive and respectful to everyone.
• GREET: Greet everyone within five feet.
• HELP: Help every guest or find someone who can.
• THANK: Remember to always thank the guest.
• GOLD: Go for Gold (Grand Opening Look, Daily).

Required Skills and Qualifications

• Excellent verbal, written, and interpersonal communication skills.
• Strong customer service orientation.
• Excellent organizational and time management skills.
• Ability to troubleshoot technical issues in a fast-paced environment.
• Basic understanding of Windows operating systems, Microsoft 365, networking, and computer hardware.
• Ability to prioritize multiple requests and meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to work independently and collaboratively within a team.
• Willingness to learn new technologies and adapt to changing business needs.

Education and Experience

• Associate’s degree in Information Technology, Computer Science, or related field (preferred).
• 1–2 years of IT Help Desk or technical support experience (preferred).
• Equivalent combination of education and experience will be considered.
• CompTIA A+ certification (preferred).

Tools and Technologies

• Microsoft Windows
• Microsoft 365
• Outlook
• Teams
• Computer hardware
• Networking
• Desktops, laptops, printers, mobile devices, and phones

Physical Requirements

• Regularly required to stand, walk, sit, kneel, crawl, and work in a variety of locations, including offices, service departments, technician bays, rooftops, and storage areas.
• Must be able to lift, carry, and install equipment weighing up to 50 pounds.
• May occasionally work on ladders and under desks while installing or troubleshooting equipment.