IT Support Specialist

Job Summary:

Under the general direction of the Head of Information Technology, the IT Support Specialist serves as the first point of contact for end-user technical support across the Museum. This role is responsible for delivering timely, high-quality frontline Tier 1 support for hardware, software, and connectivity issues, while ensuring both a consistent and professional support experience.

The Honolulu Museum of Art:

Opened in 1927, the Honolulu Museum of Art is a home for art and education created for the benefit of the entire community. Founder Anna Rice Cooke envisioned a museum that would bring people together through the power of art and "the deep intuitions that are common to all." The museum was conceived of as a place of meaningful exchange and dialogue, celebrating the diverse artistic and cultural traditions of Hawai'i's multi-ethnic population.

From this founding intention grew the museum of today, with a world-class encyclopedic collection of more than 55,000 works of art, representing a stunning breadth of places and eras, from all corners of the globe and from the ancient past to the present day.

To learn more about HoMA, please visit our website.

Minimum Qualifications:

• High school diploma or GED equivalent.
• 2 years of experience in help desk, desktop support, or technical support role.
• Strong verbal, written, and interpersonal communication skills.
• Strong organizational, critical thinking, and problem-solving skills.
• Ability to work independently and within a team.
• Working knowledge of Microsoft Windows and Apple macOS environments.
• Basic knowledge of networking concepts such as TCP/IP and Wi-Fi connectivity.
• Experience with end-user hardware support for desktops, laptops, mobile devices, printers, and peripherals.
• Experience with software installation and basic troubleshooting.
• Honesty, integrity, enthusiasm, perspective, and a strong work ethic supported by commitment and follow-through.
• Ability to work within and support a diverse community of visitors, artists, and employees.

Desired Qualifications:

• Bachelor's degree in computer science, information systems, or related field.
• Experience in environments supporting multiple departments.
• Familiarity with Microsoft 365 (Outlook, Teams, One Drive, Sharepoint support).
• Familiarity with help desk/ticketing systems.
• Experience in IT asset management and inventory tracking.
• Familiarity with Point-of-Sale (POS) systems troubleshooting (e.g. Retail, Restaurant, or Hospitality systems).
• Experience running or terminating Cat 5/6 cabling.
• Understanding of Honolulu Museum of Art's established identity and dedication to advancing it.

Essential Duties:

• Serves as first point of contact for all IT support requests via ticketing system, email, or in-person.
• Provide timely and professional support for Tier 1 issues and requests involving hardware, software applications, operating systems, account access, and basic network connectivity.
• Troubleshoot and resolve issues at first contact when possible and escalate appropriately when needed.
• Accurately track and update support requests in IT ticketing system.
• Prioritize tickets based on urgency and business impact in alignment with IT operational guidelines.
• Responds to and updates ticket within established service level expectations for response and communication.
• Maintains ownership of assigned tickets and follows established escalation procedures to ensure efficient resolution.
• Develops and maintains documentation of troubleshooting steps and resolutions.
• Configures and deploys end-user devices including desktops, laptops, and mobile devices.
• Performs onboarding setups for new employees, and offboarding processes for exiting employees.
• Maintains and updates asset inventory records.
• Assists with basic technical set-up and support for staff offices, exhibition spaces, and retail and hospitality spaces.
• Supports audio/video and technology needs for internal meetings and events.
• Maintains confidentiality and handle sensitive information in accordance with IT operational guidelines.
• Delivers consistent, timely, and high-quality client service to all staff.
• Maintains ownership of assigned tickets and follows through to resolution or appropriate escalation.
• Other duties as assigned.

Compensation

The Honolulu Museum of Art is committed to practicing salary transparency. The minimum wage for this position is $25.00 per hour and the maximum wage is $28.00 per hour. Please note that the pay range information is a general guideline only. Many factors are taken into consideration when setting pay, including education, experience, the external labor market, and internal equity. This opportunity includes a generous benefits package, including but not limited to:

• Fully covered medical, dental, and vision insurance for employee
• 12 paid holidays
• 15 days of vacation accrual in 1st year, increasing to 20 days in 2nd year
• 15 days of annual sick leave
• Group retirement plans with employer matching after 2nd year
• Shop, Museum Café, and Art School discounts
• Onsite parking…