Must be able to work PST/HST time zones.

The Technical Operations Level 1 role serves as the first point of contact for IT support, handling incoming technical issues, troubleshooting various IT problems related to hardware, software, and networking. The Technical Operations Level 1 role will perform maintenance and optimization of IT systems and escalate complex issues as needed. This role requires strong customer service skills and has a proactive approach to problem-solving and demonstrates expertise in IT service management.

Key skills and knowledge:

Incident Management

• Provide first-level technical support for IT-related issues.
• Monitor and respond to service tickets within defined SLAs.
• Troubleshoot basic network, hardware, and software issues.
• Document and track all incidents and resolutions in the ticketing system.
• Escalate unresolved issues to TechOps Level 1 Lead or Level 2 support.

Service Desk Operations:

• Provide front-line support for hardware, software, and network-related issues.
• Manage new user setup, account management, and IT onboarding.
• Maintain IT inventory records and ensure asset tracking compliance.
• Serve as a point of contact for advanced troubleshooting of hardware, software, and network-related issues.
• Collaborate with vendors and third-party providers for complex issue resolution.

System and Application Support:

• Support IT security initiatives, including password management and basic security awareness.
• Monitor and maintain IT systems, including servers, networks, and applications.
• Perform scheduled maintenance, patches, and updates to ensure systems are secure and compliant.
• Follow company policies and industry best practices for IT operations.
• Assist in the deployment of new technologies and applications.

Asset Management:

• Support hardware and software inventory, ensuring compliance with licensing requirements.
• Oversees the lifecycle of IT assets, including provisioning, decommissioning, and disposal.

Documentation and Reporting:

• Maintain accurate and up-to-date technical documentation, including SOPs and Knowledge Base articles.
• Provide performance metrics and reports to management, highlighting key trends and potential risks.

Projects and Continuous Improvement:

• Recommend and implement improvements to existing processes to enhance efficiency and reliability.

Security and Compliance:

• Manages and ensures IT security initiatives, including vulnerability assessments, monitoring, and remediation.
• Ensure adherence to company policies, industry standards, and regulatory compliance.

Requirements:

• Hands-on experience with IT Service Management Tools (ServiceNow preferred)
• Knowledge of enterprise IT infrastructure concepts such as Windows, Microsoft 365, and cloud platforms.
• Experience working with business teams to gather business requirements to build solutions.
• Familiarity with monitoring tools and technologies such as Microsoft Azure Monitor, LevelBlue/AlienVault, and Site24x7.
• Attention to detail and ability to follow procedures.
• Strong communication and customer service skills.

Daily and punctual attendance is required:

• Remote work,but must be able to coordinate with teams in multiple time zones. Must be able to work Pacific and Hawaii (PST/HST) time zones. 
• On time and prepared for all scheduled meetings
• Occasional travel may be required to support remote sites or attend training sessions.
• Ability to work after hours or on weekends during system upgrades, migrations, holiday coverage or emergencies.

Education:

• Associate degree or bachelor's degree (preferred) in Information Technology or related field or minimum of 3+ years of experience in IT support or technical operations roles.

Certifications:

Required:

• CompTIA A+, Network+, or Security+

Preferred:

• Microsoft Certifications: Microsoft 365 Fundamentals (MS-900) or Security, Compliance, and Identity Fundamentals (SC-900)
• ITIL v4

Physical Requirements: 

Work may involve sitting for extended periods of time, typing and reading from a computer screen. Must have enough mobility. Including bending, reaching, kneeling to complete daily duties in a prompt and efficient manner and may include lifting fifty (50) pounds, as necessary.

Honu Services, Inc. reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Positions, functions and qualifications may vary depending on business needs.

Honu Services, Inc. is an equal opportunity employer and does not discriminate against applicants based on race, color, creed, religion, medical condition, legally protected genetic information, national origin, sex (including pregnancy, childbirth or related medical condition), sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status or legally protected characteristics.