IT Support Engineer - MIS

PRIMARY RESPONSIBILITIES:  Trouble shoot and problem solve the various information technology activities, including network, hardware, software, services, applications and security.  Will devise and execute procedures, methods, and schedules, including collaborating with external resources/companies.  Will provide technical support to internal end users.  Create problem-solving procedures and technical documentation for end-users and for the MIS staff.

Percentage

Time Spent       Essential Job Functions 

   30%            *     User Support – Handle technical inquiries and trouble shoot for end users by visiting location or site of hardware and software issues.  This may include user account setup and management, and providing user guides.

   20%            *     Infrastructure Setup and Maintenance – Install and maintain infrastructure components, such as network devices and servers. This involves set up and configure equipment onsite, perform regular inspections and conduct maintenance tasks.   Also, respond to incidents and perform recovery operations when issues or failures occur.

   20%            *     Software/License Support – Provide support for the software/licenses used within our organization.  This includes operating systems, office suites, business applications, etc.  Also, install, configure, troubleshoot, and manage updates to assist in using software effectively.

   20%            *     Incident Management – Manage incidents and trouble shoot on-site, which includes receiving and categorizing issues, setting priorities, escalating if needed.  Collaborate with senior staff and relevant departments ensuring timely resolution of problems.

   10%            *     Technical Documentation – Create troubleshooting guides and technical documentation, which involves developing guides, manuals, and FAQ’s to assist with problem-solving and providing resources to other support team members.

Other Duties:

Perform all other duties as assigned.

Minimum Qualification Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 Education and Experience

1. Bachelor’s degree in Information Technology, Computer Science or equivalent.
2. Possess at least five (5) years’ experience or equivalent in Information Technology field, including at least three (3) years in enterprise technical support, IT support and IT Help Desk, as a technical engineer or similar role. 
3.  Pay is commensurate with experience.

Skills and Knowledge 

1. Possess knowledge of information technology, including infrastructure and networks, hardware, software, services, applications, security based on work experience.
2. Must be able to diagnose and troubleshoot technical issues.
3. Possess good understanding of computer systems, mobile devices and other tech products.
4. Possess excellent communication skills, verbal and written, in English and Japanese; must be able to provide step-by-step technical help in English and Japanese.
5. Must be able to work independently and cooperatively with others, such as employees, business partners and customers in a professional and positive manner.
6. Possess valid Hawaii driver license with a clean driving history.

Working Conditions:

Working Hours:

1. Normal business hours:  8:00 a.m. – 5:00 p.m., Monday – Friday, including weekends and holidays.
2. Regular attendance is required for this position.

Working Environment:

1. Air conditioned office.
2. Subject to varying weather conditions, up to and including, noise, pollution, dust, fumes and vehicle exhaust.

Equipment Used: 

In-house computer system, personal computer programs, server, printer, calculator, copy machine, facsimile machine, telephone (land and cellular), and other standard office equipment.

 Physical and Mental Demands    

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.

1. Constant – sitting, vision, hearing, eye-hand-foot coordination;
2. Occasional – pulling 25-50 pounds, standing, walking, running;
3. Seldom – stair climbing, bending, squatting, kneeling, crawling, stooping, crouching, climbing, forward and overhead reaching, side bending, twisting, grasping, handling, finger dexterity.

Communication Demands

1. Constant – requires talking and written communications to co-workers, customers, outside trade persons and vendors, talking on the telephone, responding to written or verbal requests of co-workers and vendors, training/giving verbal instructions, receiving verbal and written instructions, writing/composing written language, reading, visiting/working at different work sites.
2. Not applicable – supervising others