Salary: $48,000.00 - $58,000.00 Annually

Location : Off-Campus

Job Type: Staff - Regular Full Time Exempt

Job Number: 02297

Department: PIT, Information Technology SVC

Opening Date: 09/06/2024

Hawai'i Pacific University is designated as an Alaskan Native and Native Hawaiian (ANNH) Serving Institution by the US Department of Education. As such, we strive for accurate displays of the Hawaiian language in all our institutional materials. This includes the appropriate use of diacritical marks such as the 'okina and kahako. Unfortunately, at times external vendors and other third-party technology integrations do not support the use of these characters. Mahalo for your understanding.
Description

Job Summary:
The Technical Analyst II, Remote Services Team will support remote site operations to include, but not limited to: monitoring incoming tickets for remote locations (currently Las Vegas, OI, Downtown Oahu and various MCPs), responding to HPU constituents, and identifying and resolving reoccurring IT issues. This role will be responsible for resolving incidents and setting user expectations for ITS services; Schedule visits based on workload; Educate and enforce best practices, university policies, and procedures, while ensuring high levels of customer service quality and availability. This position is located at the Las Vegas campus with the occasional travel required to the Oahu campus.

Qualifications:

Minimum Qualifications:

• Bachelor's Degree or equivalent experience in computer related field.
• Three plus years work experience working in technical operations and helpdesk environment.
• Strong technical knowledge of hardware, software, networks and PC operating systems including MACs and Linux operating systems.
• Available to work outside regular business hours.
• Available to travel to Oahu campus periodically.

Desired Qualifications:

• Five plus years experience in helpdesk and technical support in a university or college environment.
• Call center/remote support experience.
• Strong knowledge of current network hardware, protocols, and standards including VDI technologies.
• Extensive application support experience with Microsoft Office Suite, Adobe applications, and other HPU supported software.
• Basic Audio-Visual maintenance and troubleshooting skillset of classroom technology.
• Proven experience in providing technology support for students, faculty, and staff in higher education environment.

Other Qualifications:

• Exceptional interpersonal and customer service skills.
• Excellent written and oral communications.
• Strong time/priority management skills.
• Strong leadership and mentoring skills.
• Proven ability to conduct analysis, research, make recommendations, and train individuals or groups about complex technical IT related issues in business-friendly and user-friendly language
• Highly self-motivated and directed.
• Keen attention to detail.
• Ability to perform general mathematical calculation for the purpose of creating metrics, scenario cases, and budgets.

Key Responsibilities/Essential Job Functions:

1. Primary interface between remote sites' management and central IT at the downtown Honolulu campus. (50%)

2. Vet site requests for new hardware/software, ensuring conformity with IT's policies & processes when implementing, emphasis on licensing and scalability. (15%)

• Primary owner for hardware in CMDB
• Backup owner for software in CMDB
• Asset management for Oahu locations

3. Main support point of contact for site specific technology. (30%)

• Continue to update the knowledge base, internally and externally
• Designs and enforces request handling and escalation policies and procedures
• Documenting and cross training team members when in Las Vegas/ Oahu campuses

4. Performs other projects and related duties as assigned. (5%)

• Actively participates as an effective member of team by completing assigned duties, accepting additional assignments or reassignments
• Assists with seasonal peaks

This description is not designed to list all activities, duties or responsibilities which may be required for this job. Other duties, responsibilities and activities may be assigned at any time.

Hawaii Pacific University is an Equal Opportunity Employer committed to fostering a diverse, equitable environment in which faculty and staff can excel irrespective of race, color, national origin, sex, disability, age, genetic information, sexual orientation, gender identity/expression, marital status, or any other protected class covered by state and federal law. Hawaii Pacific University encourages applications from veterans and individuals with disabilities. A pre-employment background investigation is performed on candidates selected for employment.

We seek talented and energetic people who thrive on challenge and innovation in supporting the mission and values of our university. HPU offers competitive compensation and a comprehensive benefits package.

01

Do you have a bachelor's degree or equivalent experience in computer related field?

• Yes
• No

02

Do you have three plus years work full-time (or equivalent part-time) experience working in technical operations and helpdesk environment?

• Yes
• No

03

Do you have strong technical knowledge of hardware, software, networks and PC operating systems including MACs and Linux operating systems?

• Yes
• No

04

Are you available to work outside regular business hours?

• Yes
• No

05

Do you understand this position is located on-site in Las Vegas?

• Yes
• No

06

Are you available to travel to Oahu campus periodically?

• Yes
• No

Required Question