Information Technology Support Technician II

The Honolulu Authority for Rapid Transportation (HART) is the public transit authority responsible for planning and constructing Skyline, Honolulu’s rail transit system. It is the first fully automated, driverless urban light metro system in the United States and the largest public infrastructure project in Hawaii’s history.

Under supervision of the Network Administrator, the Information Technology Support Technician II provides technical support to HART personnel, ensuring smooth operation of computer systems, hardware, software, and network infrastructure. This role involves troubleshooting, training users, and assisting in the relocation and maintenance of IT equipment.

• →Delivers technical assistance to staff on data process equipment, systems, and applications.
• →Provides hands-on training to users on computer hardware, operating systems, and applications.
• →Writes user-friendly instructions and guidelines for system use and maintenance.
• →Diagnoses and resolves hardware, software, and network-related issues; performs diagnostic testing to identify malfunctions.
• →Installs, disassembles, and relocates IT equipment such as monitors, printers, and disk drives.
• →Conducts basic electrical and network connection tests to ensure operability of personal computers.
• →Supports higher-level analysts in planning and coordinating IT projects.
• →Documents user issues and resolutions; recommends improvements to system operations.

Education: A combination of education and experience substantially equivalent to graduation from high school.

Experience: Two (2) years of specialized work experience demonstrating effective use of personal computers, peripheral equipment (e.g., printers, modems, disk drives, scanners), and various software applications, such as work processing, email, spreadsheets, and database management.

At least one (1) year of this experience must include providing technical assistance to users, diagnosing and resolving hardware and software issues, and interacting with users to provide technical guidance and support.

Knowledge of:

• Basic concepts of personal computers, peripheral equipment, and diagnostic methods for troubleshooting technical issues.
• Common software applications like word processing, email, spreadsheets, and databases.
• Effective training techniques for individuals and groups on computer systems and applications.

Ability to:

• Diagnose and resolve technical issues related to computer hardware, software and networks efficiently.
• Communicate technical information clearly to users with varying levels of expertise.
• Provide training and guidance to staff on computer systems and applications.
• Document technical problems and solutions systematically for future reference.
• Evaluate software functionality to ensure it meets organizational needs.
• Work independently while managing multiple priorities effectively.