Job Description

Job Description

Job Description

At Kina'ole, you are joining a family whose Hawaiian roots anchor our culture of Aloha - sharing life with each other - and making a profound positive impact on the Native Hawaiian community and other communities where we operate.

The Kina'ole Family of Companies offers a competitive salary and comprehensive benefits package that includes:

• Health insurance
• Dental insurance
• Life insurance
• 401K
• ...and much, much more!

• Primarily office-based, Guam (GPSI) office
• May require occasional travel to other company locations or client sites.

Job Description:

The Tier 1 Helpdesk Technician provides first-level technical support for end-users across the organization. This role is responsible for resolving issues related to Microsoft Office applications, user account administration in Microsoft environments, and supporting SharePoint functionality. The ideal candidate will have 3–5 years of experience in a helpdesk or technical support role and demonstrate strong communication, problem solving and interpersonal skills.

Duties and Responsibilities

• Respond to helpdesk tickets, emails, and calls to resolve technical issues in a timely and professional manner.
• Provide support for Microsoft Office Suite (OneDrive, Word, Excel, Outlook, PowerPoint, Teams).
• Perform basic Microsoft 365 administration tasks including user account creation, password resets, and license assignments.
• Assist users with SharePoint navigation, permissions, document management, and basic site maintenance.
• Escalate unresolved issues to Tier 2-3 support or appropriate IT personnel.
• Document support activities, solutions and procedures in the helpdesk system.
• Maintain knowledge base articles and contribute to internal documentation.
• Support onboarding-offboarding processes including account setup and hardware-software provisioning.
• Ensure compliance with IT policies and procedures, including security and data protection standards.
• Proficiency in Microsoft Office Suite.
• Experience with Microsoft 364 Admin Center.
• Working knowledge of SharePoint (user-level and basic admin tasks).
• Clean install Windows on a laptop

Other Skills

• Familiarity with ticketing systems (e.g. Zoho Desk, ServiceNow, Jira, Zendesk).
• Basic understanding of networking and Windows operating systems.
• Familiarity with RMM applications (e.g. Action1, NinjaOne, N-Able)

Soft Skills

• Customer Service Orientation: Demonstrates patience, empathy, and professionalism when assisting users.
• Communication Skills: Able to explain technical concepts clearly to non-technical users, both verbally and in writing.
• Problem-Solving: Uses logical thinking and resourcefulness to troubleshoot and resolve issues efficiently.
• Team Collaboration: Works effectively with other IT staff and departments to support organizational goals.
• Adaptability: Comfortable working in a fast-paced environment and adjusting to changing priorities.
• Attention to Detail: Ensure accuracy in documentation, troubleshooting and follow up.
• Time Management: Prioritizes tasks effectively and meets deadlines consistently

Preferred Requirements

• CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar certifications.
• Experience supporting remote users and virtual desktop enviornments.
• Familiarity with Entra ID and Exchange Online
• Familiarity with security applications (e.g. Threatlocker, Microsoft Defender, Crowdstrike)

Kina'ole Family of Companies is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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