IT Support Specialist

Arcadia Family of Companies•Honolulu, HI

22h•Onsite

About The Position

The IT Support Specialist provides technical support to employees and residents, blending strong IT expertise with empathy and exceptional customer service. This role helps maintain reliable and accessible technology that supports daily operations and resident engagement.

Requirements

Working knowledge of Windows operating systems, MacOS, iOS, Android OS, and Microsoft 365 applications.
Experience supporting mobile devices, printers, peripherals, and common desktop applications.
Working knowledge of networking concepts such as Wi-Fi, VPN, TCP/IP, and device connectivity.
Familiarity with remote support tools, IT help desk ticketing systems, and knowledge base documentation
Understanding of IT security best practices, endpoint support, and access control.
Ability to learn organization-specific clinical, business, and resident support applications.
Strong customer service orientation with a calm, helpful, and professional demeanor.
Excellent verbal and written communication skills.
Ability to explain technical concepts clearly to non-technical users, including seniors.
Patience, empathy, and interpersonal sensitivity when supporting older adults and diverse user groups.
Strong troubleshooting, problem-solving, and critical thinking skills.
Ability to prioritize tasks and manage multiple requests in a fast-paced environment.
Dependable, organized, and detail-oriented.
Strong teamwork skills and willingness to collaborate across departments and communities.
Commitment to the mission, vision, core values, and service standards of the Arcadia Family of Companies
2+ years of hands-on IT support / help desk / desktop support experience
Proficiency in MS Office Suite, includes, MS Word, Excel, PowerPoint, Access and Outlook.
Have a working knowledge and experience using general ledger accounting software.

Nice To Haves

Associate degree or higher in IT, CS, or related field
Experience in healthcare, senior living, or long-term care environments.
CompTIA A+, Network+, Microsoft 365 Certified: Modern Desktop Administrator, or equivalent.
Familiarity with Microsoft Great Plains Dynamic is helpful.

Responsibilities

Serve as a primary point of contact for IT support requests from staff and residents.
Diagnose and resolve hardware, software, mobile devices, peripheral, connectivity, printing, and basic application issues.
Provide in-person, phone, email, and remote support in a timely and courteous manner.
Log, track, prioritize, and document support requests through the help desk ticketing system including asset management and inventory tracking.
Escalate unresolved or complex issues to appropriate IT team members or third-party vendors.
Follow up with users to ensure issues are resolved fully and satisfactorily.
Provide patient, respectful, and easy-to-understand technical assistance to staff and residents.
Assist residents with basic technology needs such as Wi-Fi connectivity, smart TVs, tablets, mobile devices, email, video calling, and other technology services when appropriate under organizational guidelines.
Offer one-on-one support or small group guidance to improve residents’ comfort and confidence with technology.
Maintain accurate technical documentation, knowledge base articles, and support procedures.
Follow organizational policies for cybersecurity, data privacy, acceptable use, and system access.
Recognize and report security concerns, phishing attempts, suspicious activity, and policy violations.
Maintain confidentiality of sensitive organizational, employee, resident, and business information.
Support compliance efforts related to healthcare, privacy, and organizational regulatory requirements as applicable.
Coverage across multiple campuses/communities if applicable, including travel between sites.

Benefits

Medical, dental, and vision coverage for employees and dependents
Flexible spending account
Employee Assistance Program
Generous 403(b) Retirement Plan with 8.5% employer contribution every paycheck based on gross income after completion of one year of employment when you contribute 4% or more.
Free Employee Meals
10-20 vacation days based on tenure
11 paid holidays
Birthday is a paid holiday
5 days of sick leave after 90 days of employment
Accrue up to 90 days of sick leave
Education Assistance Program for qualified employees who want to become Certified Nurse Aids (CNAs)
Access to a wide array of online training courses through Relias