IT Support Specialist
About The Position
Under the general direction of the Head of Information Technology, the IT Support Specialist serves as the first point of contact for end-user technical support across the Museum. This role is responsible for delivering timely, high-quality frontline Tier 1 support for hardware, software, and connectivity issues, while ensuring both a consistent and professional support experience. The Honolulu Museum of Art: Opened in 1927, the Honolulu Museum of Art is a home for art and education created for the benefit of the entire community. Founder Anna Rice Cooke envisioned a museum that would bring people together through the power of art and “the deep intuitions that are common to all.” The museum was conceived of as a place of meaningful exchange and dialogue, celebrating the diverse artistic and cultural traditions of Hawai‘i’s multi-ethnic population. From this founding intention grew the museum of today, with a world-class encyclopedic collection of more than 55,000 works of art, representing a stunning breadth of places and eras, from all corners of the globe and from the ancient past to the present day. To learn more about HoMA, please visit our website. [https://honolulumuseum.org/about-us-zpj4]
Requirements
- High school diploma or GED equivalent.
- 2 years of experience in help desk, desktop support, or technical support role.
- Strong verbal, written, and interpersonal communication skills.
- Strong organizational, critical thinking, and problem-solving skills.
- Ability to work independently and within a team.
- Working knowledge of Microsoft Windows and Apple macOS environments.
- Basic knowledge of networking concepts such as TCP/IP and Wi-Fi connectivity.
- Experience with end-user hardware support for desktops, laptops, mobile devices, printers, and peripherals.
- Experience with software installation and basic troubleshooting.
- Honesty, integrity, enthusiasm, perspective, and a strong work ethic supported by commitment and follow-through.
- Ability to work within and support a diverse community of visitors, artists, and employees.
Nice To Haves
- Bachelor’s degree in computer science, information systems, or related field.
- Experience in environments supporting multiple departments.
- Familiarity with Microsoft 365 (Outlook, Teams, OneDrive, Sharepoint support).
- Familiarity with help desk/ticketing systems.
- Experience in IT asset management and inventory tracking.
- Familiarity with Point-of-Sale (POS) systems troubleshooting (e.g. Retail, Restaurant, or Hospitality systems).
- Experience running or terminating Cat 5/6 cabling.
- Understanding of Honolulu Museum of Art’s established identity and dedication to advancing it.
Responsibilities
- Serves as first point of contact for all IT support requests via ticketing system, email, or in-person.
- Provide timely and professional support for Tier 1 issues and requests involving hardware, software applications, operating systems, account access, and basic network connectivity.
- Troubleshoot and resolve issues at first contact when possible and escalate appropriately when needed.
- Accurately track and update support requests in IT ticketing system.
- Prioritize tickets based on urgency and business impact in alignment with IT operational guidelines.
- Responds to and updates ticket within established service level expectations for response and communication.
- Maintains ownership of assigned tickets and follows established escalation procedures to ensure efficient resolution.
- Develops and maintains documentation of troubleshooting steps and resolutions.
- Configures and deploys end-user devices including desktops, laptops, and mobile devices.
- Performs onboarding setups for new employees, and offboarding processes for exiting employees.
- Maintains and updates asset inventory records.
- Assists with basic technical set-up and support for staff offices, exhibition spaces, and retail and hospitality spaces.
- Supports audio/video and technology needs for internal meetings and events.
- Maintains confidentiality and handle sensitive information in accordance with IT operational guidelines.
- Delivers consistent, timely, and high-quality client service to all staff.
- Maintains ownership of assigned tickets and follows through to resolution or appropriate escalation.
- Other duties as assigned.
Benefits
- Fully covered medical, dental, and vision insurance for employee
- 12 paid holidays
- 15 days of vacation accrual in 1st year, increasing to 20 days in 2nd year
- 15 days of annual sick leave
- Group retirement plans with employer matching after 2nd year
- Shop, Museum Café, and Art School discounts
- Onsite parking provided
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
