IT Specialist (IT Help Desk Services Manager 0078858) bei University of Hawaii, HI

About the Department

Title: IT Specialist (IT Help Desk Services Manager)

Position Number: 0078858

Hiring Unit: UH AT WEST OAHU, ADMINISTRATIVE SVC, INFORMATION TECHNOLOGY

Location: Kapolei, HI

Date Posted: 10/15/2025

Closing Date: 10/29/2025

Band: B

Salary: salary schedules and placement information

Full Time/Part Time: Full-time

Month: 11

Temporary/Permanent: Permanent

The primary function of this position is to serve as IT Help Desk Services Manager with emphasis on audio visual support and server infrastructure support. This position will assist in the management of the IT Help Desk student training unit to provide training for the University of Hawai’i-West O’ahu (UHWO) technology career pathways.

Duties and Responsibilities (*denotes essential functions):

• *Manage the IT Help Desk personnel and services necessary for the University Community.
• *Develop Artificial Intelligence (AI) tools, policies, and procedures for the UHWO community and implement AI systems into the IT Help Desk services.
• *Troubleshoot hardware and software as well as other technology issues that are reported to the IT Help Desk.
• *Install, test, and maintain all application and operating system software products to maintain IT security compliance and UH system standards.
• *Recruit, hire, and manage student employees to provide exceptional customer service and problem resolution and to provide student professional development through periodic appraisals, constructive feedback, and corrective actions that are consistent and reasonable.
• *Act as the technical support liaison to the UHWO community that communicates essential technology news, maintains the IT knowledgebase and FAQs, the IT website, emergency updates to the UHWO community, and other relevant communications necessary for user success.
• *Prepare and maintain workflows and documentation for the IT Help Desk standard operating procedures according to current ITIL standards.
• *Collaborate with other staff in the developing and managing goals and objectives for the IT Help Desk that aligns with the University of Hawai‘i system and UHWO strategic plans.
• *Assist in the assessment of the effectiveness of the IT Help Desk services through surveys, discussions with campus stakeholders, and student assistants to ensure that high-quality service is being provided.
• *Develop standard operating procedures that define the processes for the IT Help Desk operations and maintain a document repository for training.
• *Manage and monitor the ticket resolution from IT Help Desk ticketing system used to request IT help and ensure that all requests have a resolution.
• Provide innovative solutions to the IT Director to improve IT Help Desk services when necessary and fits into the ITIL standards.
• Delegate projects and work tasks to student employees that will meet the needs of UHWO community and improve the knowledge of the student employees
• Collaborate with various stakeholders (both internal and external) through participation in meetings, events, and related committees
• Assist with the researching and procuring of technology for the UHWO community that is appropriate for the stakeholder's request and meets the UHWO technology standards.
• Research and develop technology standards for computer hardware, software, and applications to ensure that the technology is appropriate, supportable, and fits most of the projected future needs.
• Assist the IT Director with the development of policies and procedures related to the use of UHWO technologies and resources.
• Manage the development of spare equipment inventory and use of IT asset management system and removal from inventory
• Research and learn new technologies that would benefit the UHWO community and improve job productivity and efficiency. Provide recommendations to the IT Director on the latest technologies that should be implemented at UHWO.
• Assist with the audio-visual equipment maintenance including but not limited to system repairs, recording video and audio to server, and equipment inventory.
• Assist with the user account management and privilege granting for requested services. 
• Assist with the management and inventory of voice over IP phone system that includes the deployment of units, updating inventory and resetting user voicemail passwords.
• Assist with the training of stakeholders in the use of technology.
• Other duties as assigned.

Minimum Qualifications:

1. Possession of a pertinent baccalaureate educational degree in Technology, Computer Science, Electrical Engineering, Management Information systems, or other related technology fields and 3 years of progressively responsible professional information technology experience with responsibilities for user support and management of a technology enterprise environment, of which 2 years of the experience must have been comparable in scope and complexity to the next lower pay band in the University of Hawai’i broadband system; or any equivalent combination of education and/or professional work experience which provides the required education, knowledge, skills and abilities as indicated.
2. Considerable working knowledge of user support and IT problem management as demonstrated by the broad knowledge and understanding of the full range of pertinent standard and evolving information technology concepts, principles and methodologies.
3. Considerable working knowledge and understanding of the broad technology, systems, hardware and software associated with user support and IT problem management.
4. Demonstrated ability to recognize a wide range of intricate problems, use reasoning and logic to determine accurate causes, and apply principles and practices to determine, evaluate, integrate, and implement practical and thorough solutions in an effective and timely manner.
5. Demonstrated ability to interpret and present information and ideas clearly and accurately in writing, verbally and by preparation of reports and other materials.
6. Demonstrated ability to establish and maintain effective working relationships with internal and external organizations, groups, team leaders and members, and individuals.
7. For supervisory work, demonstrated ability to lead subordinates, manage work priorities and projects, and manage employee relations.

Supplemental Minimum Qualifications:

1. Demonstrated ability to troubleshoot all technology, including hardware, software, and mobile applications, especially various office productivity tools such as the Microsoft Office suite and Google applications.
2. Demonstrated ability in IT problem management, such as defining tasks that would be resolved using the IT ticketing system, delegating workloads, and producing annual progress reports.
3. Considerable knowledge of ITIL v4 as it relates to the effective IT Help Desk operations.
4. Considerable knowledge of how to use artificial intelligence is incorporated with enterprise systems and procedures.
5. Experience with basic Microsoft Windows Server management and user privilege management.
6. Experience with troubleshooting audio-visual systems in an enterprise environment.
7. Knowledge of a variety of mobile technologies and how to effectively use them.
8. Demonstrated ability to quickly collect, analyze, and resolve technical problems by utilizing current problem-solving techniques and effective use of technology resources.
9. Knowledge of basic data networks, including how to access network resources and how to troubleshoot fundamental data network problems.
10. Experience deploying computers and mobile devices to end users using efficient deployment methods such as rapid deployment of operating systems or computer imaging systems.
11. Ability to work outside of typically scheduled work hours, including evenings, weekends, and holidays.

Desirable Qualifications:

1. Thorough understanding of computing and technology-related issues in higher education and experience developing and implementing practices, policies, and procedures that address these issues.
2. Knowledge of procurement processes.
3. Knowledge of IT asset management.
4. Knowledge of learning management systems such as D2L and collaborative tools that promote student learning.

To Apply:

Click on the "Apply" button on the top right corner of the screen to complete an application and attach required documents. Applicants must submit the following:

• Cover letter indicating interest in the position and how the minimum and desirable qualifications are met.
• Current resume
• References - names and contact information (telephone number and email addresses) of at least three (3) professional references.
• Transcripts showing pertinent degree (copies of transcripts are acceptable, but official transcripts will be required at time of hire).

Note: If this is your first time applying for a position using NEOGOV, you will need to create an account. Late, incomplete, or unreadable application materials will not be considered. Please REDACT any social security number and/or birth date on your documents prior to submitting.

Inquiries: UH West Oahu Human Resources: 808-689-2525; [email protected]

Position Duties