Help Desk Technician I

Join the First Hawaiian Bank ‘ohana, where our culture flourishes with purpose. We prioritize the 3 C’s – Caring, Character and Collaboration – ensuring a workplace that is not only rewarding, but deeply fulfilling. Consistently recognized as one of the 'Best Places to Work in Hawaii' for 13 consecutive years, we take pride in our longstanding commitment to both our team and the communities we serve, spanning over 165 years. Step into a career that offers stability, excitement, and growth. Experience the thrill of a dynamic environment paired with a comprehensive training program. Plus, enjoy the perks of our competitive compensation and benefits package. If you are ready for a career that empowers you to thrive, your journey starts here. Job Description As a Help Desk Technician I, you will play a crucial role in ensuring the smooth operation of our banking systems. Your responsibilities include providing remote phone support to internal clients, monitoring ATM and banking circuits for uptime, and assisting with documentation creation. You will be part of a dynamic team, working in a fast‑paced, 24/7 production environment, and contributing to the overall success of the bank’s operations. Compensation Hourly pay range: $20.00 - $24.50/hr; commensurate with experience. Responsibilities Provide remote phone support for hardware, network, and service issues, prioritizing and assessing the complexity of incoming tickets. Monitor ATM and banking circuits to maintain 100% uptime, opening incidents, and notifying the appropriate departments. Assist in creating user guides and troubleshooting documentation for self‑service options. Review tickets for completeness, providing updates to the team and management as needed. Ensure compliance with the bank’s CIP, BSA, and AML policies and procedures. Maintain basic knowledge of email systems, antivirus solutions, network protocols, DNS, DHCP, Active Directory, and firewall technologies. Understand LAN architecture, OSI model, cabling systems, and TCP/IP for effective troubleshooting. Use troubleshooting commands like ping, traceroute, and nslookup to resolve issues. Handle confidential matters with discretion and maintain excellent follow‑through on tasks. Work collaboratively with end‑users, demonstrating strong interpersonal and communication skills. Qualifications Associate’s Degree in Computer Science or a related Technology discipline, or equivalent work experience of at least 1 year in a similar role. Technical certifications in Microsoft, Cisco, Unix/Linux, ITIL Foundations, or CompTIA are preferred. Good knowledge of Exchange and Office 365 Email, AntiVirus, and AntiSpam solutions. Understanding of network protocols, routing, DNS, DHCP, Active Directory, and firewall technologies. Familiarity with business backup and disaster recovery solutions, virtualizations, and cloud technologies. Ability to plan, organize, and budget effectively, with strong time management skills. Excellent written and oral communication skills, with the ability to handle confidential information judiciously. Attention to detail, with the ability to work under pressure and meet multiple deadlines. Proficiency in Microsoft Office and Windows operating system. Willingness to work flexible hours, including nights and weekends, as required by the job. Benefits We proudly offer a comprehensive benefits program for all employees. For more information, please refer to the benefits details within the company portal. At First Hawaiian Bank, we value Fairness, Inclusion, and Opportunity and welcome applications from all eligible candidates. For our full EEO statement, please visit #J-18808-Ljbffr First Hawaiian Bank