System Support Specialist

This position supports the day-to-day maintenance and operation of the IT environment, including workstations, servers, cloud and networking services. Performs system updates, user support, asset management, and documentation, while helping to troubleshoot hardware, software, and connectivity issues. Supports routine tasks such as backups, security monitoring, and onboarding setups. Provides hands-on experience across key areas of IT infrastructure and offers opportunities for learning and professional development in systems administration, networking, and cybersecurity.

The salary range for this position reflects a number of factors considered in compensation decisions, including but not limited to the candidate’s skills, experience, training, licenses and certifications, and the organization’s business needs. In alignment with our compensation philosophy, candidates are typically not placed at the top of the range; however, placement within the range will be based on individual qualifications and relevant circumstances. The range provided represents what KIUC would reasonably offer a qualified candidate.

This position requires the incumbent to be physically on-site. Applicants must be authorized to work for ANY employer in the United States. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Position Responsibilities:

Systems & Infrastructure Support

- Ensure availability of servers, networking, applications, equipment, and cloud services to users.

- Monitor system performance and escalate issues as needed.

- Perform maintenance, patching, and updates for systems and end-user devices.

- Assist in system outage restoration, and other operational duties.

Networking Support

- Support network configurations such as IP assignments, cabling, routers and switches.

- Maintain Wi-Fi access points, VPN connections, and user access controls.

- Document network setups and report connectivity issues.

Cybersecurity Awareness

- Follow organizational security policies and enforce security best practices.

- Support patch management, antivirus monitoring, and account provisioning/deprovisioning.

- Participate and promote security training and awareness programs.

Backup & Disaster Recovery

- Check daily job logs, report and remedy any failures

- Perform manual or automated backups and recovery.

- Assist in restoring data for users when required.

- Document disaster recovery/backup procedures.

Documentation & Asset Management

- Maintain accurate records of IT hardware and software inventory.

- Update configuration guides and technical documentation, collaborating with staff.

- Organizing network diagrams and user guides.

User Support & Ticketing

- Provide technical and application support to users, support for VoIP phones, installation configuration, maintenance, and troubleshoot computer and associated peripherals.

- Provide multiple levels of support to all end users

- Document and escalate complex issues appropriately.

- Provide onboarding IT setup for new hires (workstation, login credentials, etc.).

Learning & Development

- - Actively participate in knowledge-sharing sessions, on-the-job training, and mentorship.

- Stay current with foundational IT concepts and emerging technologies.

Performs all other duties as assigned .

Qualifications, Experience and Requirements:

Bachelor of Science Degree in Information Technology or similar degree, or any equivalent combination of education and experience is required.

Three (3) years in progressively responsible IT support, system administration or infrastructure roles.

CompTIA, CCNA or similar relevant certifications, preferred.

Must possess, or be able to obtain, a valid State of Hawaii Driver’s License.

Working knowledge of computer systems, operating systems, software, operating environments and network infrastructure as a basis for performing the essential functions of this position. Must possess the ability to install, maintain, operate and support computer and networking systems.

Working knowledge (or willingness and ability to gain working knowledge through education and training) of the computer and networking systems in use at the cooperative.

Ability to configure, install, operate, maintain and support servers, workstations, laptop, tablets, smartphone devices and network systems including all applicable hardware and specialized software programs.

Knowledge of network design, configuration and management.

Knowledge of legacy and current Microsoft client and server operating systems, Microsoft Active Directory, Microsoft Exchange email systems, Microsoft Offices suites and cloud-based services.

Understanding and working knowledge of virtualization technologies.

Knowledge of scripting languages used in the configuration of network servers and user workstations.

Understanding of networking mediums and technologies, including fiber optics, copper cabling systems and wireless networking.

Ability to effectively organize, prioritize and coordinate user support issues and service requests for the cooperative’s computer and networking systems and processes.

Ability and analytical skills to troubleshoot and resolve complex problems in a timely and efficient manner.

Excellent communication and human relation skills to work with and interact with technical and non-technical members in a professional, positive and respectful manner.

Ability to understand and follow oral and/or written policies, procedures and instructions.

Ability to prepare and present accurate and reliable reports containing findings and recommendations.

Ability to use logical and creative thought processes to develop solutions according to written specifications and/or oral instructions.

Ability to perform a wide variety of duties and responsibilities with accuracy and speed under the pressure of time-sensitive deadlines.

Ability and willingness to quickly learn and implement skills and knowledge necessary to address rapidly changing information and/or technology.

Must be able to handle private, sensitive and confidential information with discretion, and abide by company guidelines, policies and procedures.

Must be detail-oriented and possess strong organizational skills to handle multiple priorities effectively.