IT Specialist (0081724)

JOB
Title: IT SpecialistPosition Number: 0081724Hiring Unit: Information Technology Services, Client Service and Operations CenterLocation: UH System Offices, Manoa CampusDate Posted: May 22, 2026Closing Date: June 5, 2026Band: BSalary : salary schedules and placement informationFull Time/Part Time: Full-timeMonth: 11-monthTemporary/Permanent: PermanentDuties and Responsibilities (* denotes Essential Functions)*Serves as advanced level technical support person in the provision of all personal computer technical support and services systemwide/university wide. Performs in-depth technical advisement and problem resolution on PC-based hardware and software, local area network (LAN), and various cross-platform technical problems and issues.* Recruit, train, supervise, evaluate, and manage Client Services & Operations Center (CSOC) student employees and provide technical advice to them.* Schedules CSOC student employees to meet operational requirements and demands.* Develops and maintains a sustainable recruitment process for CSOC student employees and plans for skill development opportunities through student positions.* Collaborates with CSOC Leadership on the development, recommendation, formulation, documentation, and implementation of operating procedures for the CSOC group, specifically those relating to CSOC student employees and ITS Help Desk and ITS Computer Lab operations and service delivery.* Plans, advises, and assists in the development of computer support and service delivery strategies in consultation and cooperation with the CSOC Leadership Team in support of organizational and University missions and goals.* Researches, recommends, supports, tests, and maintains software applications that are needed by the faculty, staff, and students of the University to accomplish their daily tasks.* Researches, recommends, implements, supports, tests, and maintains software applications, devices, and hardware required for Information Technology Services (ITS) Help Desk and ITS Computer Lab operations and service delivery.* Advises and assists users with integration of Apple and Windows-based systems into ITS, administrative, and academic applications and services.* Provides technical assistance and utilizes the ITSM system appropriately for issue tracking, closure, and customer response.* Coordinates, prepares, and maintains documentation and knowledge related to the application of computer technology, supported software-based systems, and services provided by CSOC and ITS using the Information Technology Service Management (ITSM) system.* Monitors the status, performance, and availability of essential production resources, including the UH network, enterprise systems, ITS Data Center facilities, and scheduled jobs.* Prepares and coordinates communication with stakeholders internal and external to ITS regarding issues, updates, and general announcements related to ITS services.*Follows and implements directives and guidance related to best practices from University of Hawai'i System Information Technology Services.*Ensures the consistent adoption, implementation, and enforcement of recommendations issued through University of Hawai'i System Information Technology Services.*Keeps abreast of recommendations issued through University of Hawai'i System Information Technology Services and takes timely action as needed.*Continuously monitor and lead initiatives to enhance system reliability, security, and operational efficiency. Supervise and mentor IT staff to ensure that administrative directives and industry best practices are understood and followed.Collaborates with ITS information security staff to respond to reports of security policy violations, including remediation of those violations.Advises and assists users in evaluating and selecting appropriate computer hardware and software for the solution of their problems, and provides basic technical consulting on the implementation and application of selected solutions.Develops test methodology, complete quality assurance testing, and document new applications or new versions of software.Prepares, develops, and trains on materials related to primary support areas for internal staff and University Stakeholders.Troubleshoots identity management system issues systemwide (e.g. username creation and management, password management, access to online services, registration assistance).Keeps current on rapid developments and emerging technologies by researching articles in trade journals, periodicals, technical manuals, newsletters, etc. and by attending classes, conferences, presentations and self-directed study methods.Represent CSOC and Information Technology Services in the area of information technology, and specifically CSOC operations and services, to the University through meetings, presentations, and reports.Other Duties As AssignedMinimum Qualifications Possession of a pertinent baccalaureate educational degree in Management Information Systems, Computer Science, or related field and 3 year(s) of progressively responsible professional information technology experience with responsibilities for Desktop Support, User Support, and IT Operations of which 2 years of the experience must have been comparable in scope and complexity to the next lower payband 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.Considerable working knowledge of principles, practices, and techniques in the area of personal computers, which includes Windows-based and Apple computers, mobile computing devices, and peripheral equipment inter-networked in a TCP/IP or related environment as demonstrated by the broad knowledge and understanding of the full range of pertinent standard and evolving information technology concepts, principles and methodology.Considerable working knowledge and understanding of the broad technology, systems, hardware and software associated with LAN, World Wide Web applications, Internet Protocols, electronic messaging systems and protocols and database-driven information systems.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, innovative and timely manner.Proven ability to comprehend, interpret and implement administrative directives and guidance to ensure IT operations align with organizational stands and industry best practices.Demonstrated ability to interpret and present information and ideas clearly and accurately in writing, verbally and by preparation of reports and other materials.Demonstrated ability to establish and maintain effective working relationships with internal and external organizations, groups, team leaders and members, and individuals.For supervisory work, demonstrated ability to lead subordinates, manage work priorities and projects, and manage employee relations.Demonstrated ability and interpersonal skills necessary to communicate and effectively resolve customer’s questions and requests.Demonstrated knowledge of troubleshooting procedures and practices for hardware, software and networks in a distributed computing environment.Demonstrated proficiency in Windows and macOS support and troubleshooting.Knowledge of the limitations, capabilities, and uses for computer applications (i.e. Microsoft Word, Excel, Powerpoint), as applicable to ITS recommended/supported software list.Knowledge of student information systems and their integration into a central identity management or directory system, and experience supporting users in such an environment.Demonstrated proficiency in the administration and support of cloud-based business collaboration suites (i.e., Google Workspace, Microsoft 365).Ability to work a variable work schedule and to work outside normally scheduled work hours including day, night, weekend, and/or holiday hours, as directed.Strong understanding of IT service management, cybersecurity principles, risk management, and compliance requirements. Demonstrated experience implementing and maintaining IT best practices, standards, and governanceDesirable Qualifications Proficiency in Android and iOS support and troubleshooting.Knowledge of various electronic accessing methods, including file servers and services, data/knowledge bases, and Internet-related services such as web servers and clients.Knowledge of ITIL framework for IT Service Management (ITSM) and experience managing IT service delivery using an ITSM platform.Knowledge in administering a Windows server Local Area Network using TCP/IP.Knowledge of programming or scripting languages, e.g. Java, SQL, XML, Microsoft Active Server Pages, PHP, or HTML.To Apply: Click on the "Apply" button on the top right corner of the screen to complete an application and attach required documents.Note: If you have not applied for a position before using NeoGov, you will need to create an account.Applicants must submit the following: Cover letter to the selection committee indicating interest in the position and how the minimum and desirable qualifications are met;Resume;The names and contact information (telephone number and email addresses) of at least three (3) professional references;Copies of educational transcripts are acceptable; however, original official transcripts will be required at time of hire. Diplomas and copies will NOT be accepted. Transcripts issued from an institution outside of the United States of America (USA) require a course-by-course analysis with an equivalency statement from an agency having membership with the National Association of Credential Evaluation Services, Inc., verifying the degree equivalency to that of an accredited institution within the USA. Expense of the evaluation shall be borne by the applicant.Late or incomplete applications will not be considered. The application will be considered incomplete if any of the required documents/materials are not included or are unreadable.Please redact references to social security numbers and birthdate on submitted documents.Employment may be contingent on verification of credentials and other background information, including the completion of a criminal history check. Inquiries: 808-956-9098; itsadmin@hawaii.edu

EXAMPLE OF DUTIES
The University of Hawai'i is an Equal Opportunity Institution and is committed to a policy of nondiscrimination in employment, including on the basis of veteran and disability status. For more information, visit: https://www.hawaii.edu/offices/eeo/policies/Employment is contingent on satisfying employment eligibility verification requirements of the Immigration Reform and Control Act of 1986; reference checks of previous employers; and for certain positions, criminal history record checks. In accordance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, annual campus crime statistics for the University of Hawai'i may be viewed at: https://www.hawaii.edu/titleix/help/campus-security/, or a paper copy may be obtained upon request from the respective UH Campus Security or Administrative Services Office. In accordance with Article 10 of the unit 08 collective bargaining agreement, bargaining unit members receive priority consideration for APT job vacancies. As a result, external or non BU 08 applicants may not be considered for some APT vacancies. BU 08 members with re-employment rights or priority status are responsible for informing the hiring unit of their status. Accommodation Request: The University of Hawai'i complies with the provisions of the Americans with Disabilities Act (ADA). Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the EEO coordinator directly. Determination on requests for reasonable accommodation will be made on a case-by-case basis. For further information, please refer to the following link: https://www.hawaii.edu/offices/eeo/accommodation-request/