IT Support Technician

Are you known for exceeding expectations? Do you embrace the Spirit of Hawai‘i? Then please keep reading because we’re looking for people like you at Hawaiian Host Group.

Who are we? Hawaiian Host Group (HHG) is a leading Hawai‘i-based consumer goods company with a portfolio of brands that includes Hawaiian Host, Mauna Loa, MacFarms, KOHO, and Kapua Orchards. Sold in over 23 countries, HHG produces a suite of products ranging from flavored macadamia nuts to artisan chocolates, and macadamia milk-based ice cream. Our dedicated team of Hosts of Hawai‘i is spread across our headquarters in Honolulu and offices in Hilo, Kona, Los Angeles, and Tokyo. HHG has 3 manufacturing plants in Hawai'i, as well as the state's largest single macadamia farm.   

We are an excited team of people that all have one vision in common: sharing the Spirit of Hawai‘i with the world. Expect camaraderie, product tastings, and other (virtual and in-person) events that make our culture unique. And more importantly, know that your work contributes to our purpose; to make the Islands’ future flourish. We do this through our Takitani foundation that grants scholarships to deserving local students, our solar farm on the Big Island, and other social & environmental initiatives.

That’s enough about us for now, we’d love to learn more about you. Read the job description below and let us know if you’re interested. We can’t wait to meet you!

POSITION SUMMARY:    

Reporting to the Director of Technology, this role entails managing daily operational support tasks, such as desktop and software assistance, hardware upkeep, network surveillance, and system performance optimization. The IT Support Technician will serve as the primary liaison for all computer-related IT issues. 

• Provide daily operational and system assistance to staff across various departments, including but not limited to production, warehouse, e-commerce, headquarters, and remote locations. 
• Analyze, troubleshoot, and resolve intricate end-user and system-triggered incidents through the help desk ticketing system within predefined service level agreements. 
• Prioritize tickets within the ticketing system and escalate issues as necessary. 
• Submit repair requests for equipment through appropriate vendors. 
• Install, configure, troubleshoot, and repair computer hardware, software, systems, networks, printers, scanners, timeclocks, and phones. 
• Address hardware issues, manage computer upgrades, diagnose networking setups, resolve software problems, perform antivirus upgrades, and ensure security protocols. 
• Create/remove user accounts for new/terminated employees and properties. 
• Provide support for multiple platforms, including desktops, laptops, mobile devices, and video conferencing equipment. 
• Assist in technical deployment efforts to ensure efficient deployment of technology assets and applications. 
• Support emerging opportunity projects and planning initiatives as required. 
• Facilitate employee onboarding procedures, including office space setup and configuring computers and printers. 
• Manage employee offboarding tasks, such as equipment retrieval and deprovisioning user accounts. 
• Execute daily network backup operations. 
• Proficient in delivering technical guidance both verbally and in written form, over the phone or remotely. Effective communication with customers, vendors, management, and colleagues is paramount. 
• Regular use of phone and email is integral for communication. Normal hearing and vision, correctable within standard ranges, are necessary for everyday conversations, receiving information, and document preparation or inspection. 
• Act as the main contact for Tier 1 help desk support. 
• Act as the primary escalation point for Tier 2 support from our Tier 1 vendor. 
• Offer operational assistance to the IT department through the Help Desk ticketing system. 
• Availability of after-hours and weekend support is necessary and expected. 
• Regular attendance is required for the position. 

• Attend and participate in weekly team meetings and 1:1 sessions with supervisor. 
• Assist with the development and maintenance of IT processes and procedures. 
• Enhance job knowledge through various means, including educational opportunities, professional publications, networking, and involvement in professional organizations. 
• Travel to other work sites, including but not limited to Honolulu, Kea‘au, Captain Cook, and Los Angeles, as needed. 

• Completion of an Associate's degree or higher from an accredited college, with a preference for a bachelor's degree. 
• At least 1-2 years of experience in IT Technician or Help Desk Support roles, demonstrating adequate knowledge of computer hardware components and troubleshooting techniques. 
• Proficiency in using Help Desk Ticketing systems such as Freshdesk, Zendesk, Jira, or ServiceNow. 
• Experience utilizing remote desktop software like TeamViewer or LogMeIn. 
• Familiarity with networking and security concepts. 
• Experience with Windows 7, 8, and 10 operating systems; familiarity with Mac OS is a plus. 
• Experience with Windows Server 2008, 2012, 2016, or 2019. 
• Proficiency in an Active Directory environment, with a focus on security groups. 
• Familiarity with Cisco, Dell, and Meraki switches/routers. 
• Demonstrated ability to analyze and resolve hardware, software, and application problems. 
• Ability to meet deadlines and effectively manage stress in high-pressure situations. 
• Understanding of IT principles and the capability to communicate technical concepts effectively to diverse audiences. 
• Strong sense of discretion and ability to maintain confidentiality. 
• Excellent problem-solving, communication, team-building, and interpersonal skills, with a customer-focused approach. 
• Alignment with values of building trust, agility, and innovation. 

• Preferably, 2-4 years of experience in computer networks and system maintenance. 
• Preferably CompTIA A+ Certified. 
• Knowledge of Microsoft 365 collaboration tools (SharePoint/Teams/Exchange) is advantageous. 
• Experience in VM Ware administration and maintenance is beneficial. 
• Familiarity with TimeClock systems is a plus. 

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. 
• While performing the duties of this job, the employee is constantly required to sit; stand; walk; use finger dexterity; use vision and hearing; use eye-hand coordination; occasionally required to stair climb; seldom required to push; pull more than 50 pounds; lift more than 50 pounds; carry more than 50 pounds; bend; crawl; squat; kneel; stoop; crouch; climb; forward reach; twist; side bend; overhead reach; grasp; handle. 

• This position requires frequent talking to co-workers; written communication to co-workers; talking to outside trade persons/vendors; written communication to outside trade persons/vendors; responding to written or verbal requests of co-workers; receiving verbal instructions; receiving written instructions; writing/composing written language; reading; visiting/working at different worksites; occasionally talking on the telephone; training/giving verbal instructions. 

• Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
• While performing the duties of this job, the employee works in an office environment and is infrequently exposed to weather conditions. 
• The noise level in the work environment is usually light. 

Hawaiian Host Group is an Equal Opportunity/Affirmative Action Employer.