- Professional
- Bureau à Honolulu
Hawai’i Health & Harm Reduction Center (HHHRC) provides harm reduction-focused services to marginalized populations in Hawai’i, including people living with and/or affected by HIV, hepatitis, substance use, homelessness, and the transgender, LGBQ, and the Native Hawaiian communities. HHHRC bridges gaps and helps individuals access essential resources such as housing, health care, entitlements, and treatment. We foster health, wellness, and systemic change in Hawai’i and the Pacific through outreach, care services, advocacy, training, prevention, education, and capacity building.
Summary of Position:
The IT/Tech Support Specialist is responsible for ensuring the effective operation, security, and support of the agency’s technology infrastructure. Acting as the primary liaison between the agency and its managed service providers, this onsite role oversees daily IT functions including system administration, technical support, asset management, and user access. The IT/Tech Specialist collaborates with internal leadership to develop IT policies, recommends solutions to improve system performance, and ensures compliance with security protocols. With a strong focus on customer service, the position provides timely support to staff, manages IT assets throughout their lifecycle, and maintains accurate documentation of systems and procedures. This role is critical to maintaining a reliable, secure, and efficient technology environment that supports the agency’s mission and operations.
This is a permanent, full-time, exempt, salaried position with HHHRC located in Honolulu, Hawaiʻi. Expected hours of work are generally between 8:30am and 5:00pm, Monday through Friday, with some evening and weekend attendance for required events.
Reporting Relationship:
Reports to: Managing Director
Supervises: N/A
Essential Duties & Responsibilities:
IT Oversight:
- Serve as the primary point of contact between the agency and its managed service provider (MSP), IT consultant, and other service providers.
- Collaborate with the Managing Director and the Compliance Manager to develop and implement IT policies and procedures that align with agency goals.
- Research and recommend IT solutions with guidance from the agency’s MSP and consultant.
- Generate and distribute reports related to help desk services provided, system/network performance, hardware inventory, warranties, and equipment refresh cycles.
- Manage software licenses used by the agency (e.g., Adobe, DocuSign, Microsoft).
- Maintain and update the agency’s SharePoint site, including archiving outdated documents and deleting subsites.
- Respond to priority IT requests via email by the end of the business day.
- Reconcile monthly IT-related credit card transactions in accordance with financial deadlines.
- Manage complex or sensitive tasks with discretion, escalating issues within appropriate.
- Exercise independent judgment in IT-related decision-making.
Technical Support & Troubleshooting:
- Provide technical support to staff via phone, email, chat, or in person.
- Escalate unresolved or complex technical issues to the appropriate parties and ensure timely resolution.
- Coordinate with program managers to set up IT workstations and equipment for new employees.
- Assist the MSP in diagnosing and resolving hardware, software, and network issues.
- Troubleshoot issues related to operating systems, applications, and connectivity, escalating to MSP when necessary.
- Communicate regularly with users on the status of support tickets and necessary follow-up actions.
- Proactively track and manage unresolved requests to meet service level expectations.
- Maintain and update the IT ticketing system to track support requests and solutions.
- Accurately document all support activities, including troubleshooting steps and system configurations.
Asset Management:
- Maintain an up-to-date inventory of all IT equipment and manage the full lifecycle of assets (deployment, upgrades, decommissioning).
- Ensure all IT assets are consistently named, tagged, and labeled for tracking and maintenance.
- Evaluate and test new hardware or software solutions.
- Assist the MSP in installing, configuring, and maintaining IT devices such as computers, printers, and peripherals.
- Manage agency-issued mobile devices (e.g., smartphones, tablets), including setup, inventory tracking, remote access configuration (VPN, MFA), and troubleshooting.
- Monitor and coordinate maintenance for agency hardware such as copiers, facility cameras, and badge access systems.
Network & Systems Maintenance:
- Monitor and report on network connectivity, performance, and security.
- Support MSP and vendors in the setup, maintenance, and troubleshooting of local area networks (LAN), wireless networks, routers, switches, modems, and related infrastructure.
- Assist in server and cloud service administration (Azure, OneDrive, SharePoint, etc.).
- Maintain structured wiring documentation and mapping.
- Coordinate system updates, patches, and backups with MSP to ensure system reliability and security.
- Participate in IT projects such as system migrations, software rollouts, and office relocations in partnership with MSP and service providers.
- Schedule and coordinate structured cable installations and removals.
Security & Compliance:
- Deliver IT training to staff during all-staff meetings and training sessions.
- Provide cybersecurity training to staff, including phishing awareness and secure data handling practices.
- Implement and enforce IT security protocols, including password policies and access controls.
- Ensure patch management by MSP and vendors follows established procedures.
- Conduct periodic security audits and vulnerability testing of IT infrastructure.
- Support the development and testing of business continuity and disaster recovery plans.
- Respond to and document security incidents in coordination with MSP and agency leadership.
User Access Management:
- Collaborate with HR to onboard new employees with appropriate access, tools, and system training.
- Support the offboarding process by revoking access and securing data for exiting employees.
- Manage user accounts, permissions, and group policies using Active Directory, Microsoft 365, and SharePoint.
- Create, modify, and deactivate user accounts in accordance with agency policy and security protocols.
- Maintain appropriate group policies and access rights to support role-based security.
- Perform additional duties as assigned. Responsibilities are subject to change based on agency needs.
General Responsibilities:
- Contribute to a safe, creative, enthusiastic, and cooperative working environment for all.
- Work as a team with other staff and support team members.
- Serve on agency committees.
- Maintain appropriate professional and ethical standards while serving as a representative of HHHRC.
- Observe and comply with all rules and regulations – such as HHHRC Code of Conduct, Drug-Free Workplace – and other administrative policies of HHHRC.
- Abide by all policies and procedures of the HHHRC Health & Safety Program and the Quality Management Program.
- Comply with HHHRC confidentiality policy, HIPAA requirements, cultural competencies, and rights to persons served, as well as CARF standards.
- Demonstrate steadfast understanding of, and commitment to, the Mission, Vision, and Values of HHHRC.
Working Conditions/Physical Demands:
- Indoors, air-conditioned office area.
- Long hours sitting using office equipment and computers, which can cause muscle strain.
- Regular use of computers, keyboards, telephone, and operating office equipment.
- Essential physical activities: standing, sitting, walking, finger dexterity, seeing, hearing, speaking, reaching above, at, and below shoulder, and frequent gripping of an object.
- Occasional physical activities: stooping, bending, squatting, twisting body, and lifting.
- Occasional lifting and carrying supplies and equipment (up to 25 pounds).
Required Qualifications:
Knowledge/Skills/Abilities:
- Knowledge of software, hardware, cloud technologies, and networks.
- Superior proficiency with Microsoft Office Suite (Word, Outlook, Excel, SharePoint, etc.).
- Excellent interpersonal, written, and verbal communications skills.
- Strong organizational, critical thinking, and problem-solving skills with great attention to detail.
- Ability to collaboratively identify, troubleshoot and repair issues as needed.
- Capacity to work with minimal supervision.
- Ability to meet deadlines and manage multiple concurrent tasks.
- Non-judgmental attitude and ability to respect the knowledge, actions, and feelings of others.
- Demonstrated ability to work productively, both independently and as part of a team.
- Capability to work well and thrive professionally in an atmosphere of significant diversity, working with marginalized populations.
Education/Experience:
- High School Diploma/GED
- Technical knowledge of TCP/IP protocols and LAN/WAN configuration.
- Certification in CompTIA A+, CompTIA Network+, CompTIA Security+, or equivalent.
- At least 1 year of working experience in network management and help desk support.
- Experience handling sensitive or confidential information with discretion.
- Two (2) years of demonstrated experience and ability relevant to the responsibilities of the position to include customer service.
Preferred Qualifications:
- Bachelor’s degree in information technology, Computer Science, Business, or related field.
- Experience with non-profits.
Required Work Cards/Certifications:
- Valid Hawaii Driver’s License and clean three-year (3-year) Driver’s Abstract.
- COVID-19 Vaccination
- TB Clearance
- Hep B Clearance and/or Vaccination
- Must pass Center for Medicare/Medicaid Services eligibility screening.
Hawaiʻi Health & Harm Reduction Center provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.