Help Desk Support Specialist

Job Purpose
The Help Desk Support Specialist is responsible for providing first-level IT support to DPW staff. This includes answering help desk tickets, troubleshooting and resolving technical issues, setting up user accounts, and maintaining desktops, printers, and other peripherals. The Help Desk Support Specialist escalates more complex problems to senior IT staff and ensures that all IT assets are documented and tracked. 0700-1600, Monday through Friday, excluding federal holidays.
Duties and Responsibilities
The job duties and responsibilities include, but are not limited to the following:

• Designing websites, generating and revising web pages, working with content contributors, and replying to user comments for internet, extranet, and intranet sites.
• Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance.
• Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.
• Improves client references by writing and maintaining documentation.
• Participates in development of client training programs by identifying learning issues and recommending instructional language.
• Accommodates client disabilities by recommending devices and techniques.
• Avoids legal challenges by monitoring compliance with service agreements.
• Improves system performance by identifying problems and recommending changes.
• Updates job knowledge by participating in educational opportunities and maintaining personal networks.
• Accomplishes information systems and organization mission by completing related results as needed
• Carry out special tasks at Management's direction.
• Other duties as assigned.

Qualifications
Minimum Education & Experience:

• Experience in providing help desk support in an IT environment.
• Knowledge of basic troubleshooting techniques for hardware and software issues.
• Prior information technology or systems administration experience preferred
• Familiarity with telephone, office, and point-of-sale software a plus

About Alaka'i Services Group Inc. / Po'e Hana Group, Inc.
Alaka'i Services Group Inc. (ASGI), a subsidiary of the Alaka'i Foundation Group Inc., is a Native Hawaiian Organization (NHO)-Owned Small Business serving the U.S. Department of Defense and other Federal Government Clients.
Headquartered in Honolulu, Hawaii, Po'e Hana Group, Inc. (PGI) is a talent management, staffing, and administrative support services company. PGI specializes in providing HR and administrative services to the Alaka'i family of NHO companies.
PGI is an Equal Opportunity Employer and strives to provide equal employment opportunity to all applicants and staff in accordance with sound employee relations practices and federal and state laws. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, marital status, ancestry, genetic information, pregnancy status, or any other characteristic protected by law.