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The Solution Delivery Technician is responsible for assisting with the management, maintenance and development of the organization’s local and statewide computer information infrastructure.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

1. Technical Responsibilities

a. Responds to internal and external customer technical support helpdesk requests for computer workstation hardware and software, telephone, network, operating system, printing, and Internet access problems. Logs, monitors and tracks end-user requests, suspected policy and security violations and/or other issues identified by end-users.

b. Investigates user problems and identifies their source; determines possible solutions; tests and implements solutions. Closes requests after the solution is resolved or implemented and it is determined that requestor is satisfied.

c. Performs installations, upgrades, moves and changes for computer workstation hardware and software, printers and other peripheral devices.

d. Monitors server conditions to ensure that servers are operating at optimum levels, and to ensure the integrity of OHA information systems.

e. Plans, evaluates and implements changes and improvements to the information network to ensure reliable and consistent service.

f. Works with vendor representatives/engineers to determine causes of system failures, resolves performance issues, and arranges for preventative maintenance and other required services.

g. Assists the Systems Engineer & Administrators with back-ups and recoveries. Performs regularly scheduled restorations of media back-ups to test the capability of the restoration process. Restoration testing will be performed with live production back-up data on the test systems in the test environment.

h. Assists the Systems Engineer & Administrators in evaluating applicable products and projects. Researches and evaluates new technologies, methods, products and performance tools.

i. Collaborates with user departments and teams to develop and implement automated operations, security and communication; network design and management; custom application analysis, design and development; and network integration and connectivity to other LAN mainframe systems. Maintains the list of applications and information owners.

j. Trains and oversees program student helpers as assigned.

2. Network Administration

a. Serves as back-up System Administrator for OHA’s general ledger system including set-up and management of user accounts and application hierarchies.

b. Resets passwords in the event that they are forgotten by the user.

c. Diagnoses and resolves communication and networking problems. This includes the monitoring, tracking and documentation of this process.

d. Manages and maintains network resource, which includes switches, firewalls and web filters. This includes the maintenance of logs and other appropriate documents.

e. Plans and coordinates installation and maintenance tasks. This includes the maintenance of logs and other appropriate documents.

f. Installs and maintains communications related software products.

g. Assists in removing viruses from the network.

3. Administrative and Operations

a. Assists in the maintenance, repair, relocation and acquisition of computer related equipment, software, development tools and third party-purchased IT equipment inventory.

b. Works with Financial Services to add, transfer or dispose hardware, software and other IT-related assets. This includes the preparation of appropriate forms and re-confirmation of results per internally or externally-generated inventory reports.

c. Maintains logs that indicate IT equipment that is borrowed and returned. Tracks unreturned items to ensure they are returned in a timely manner.

d. Procures and reviews all computer related purchases. Serves as a Purchase Requisition representative for the Program.

e. Wipes data contained on portable media that is no longer required, prior to removal from site.

f. Assists Information Technology Manager with developing and reviewing proposals relating to information technology.

g. Assists Program Manager with reports and other appropriate documents, which include but are not limited to:

• Risk management reports
• Incident reports
• Change management forms

h. Represents the agency at information technology meetings, as assigned.

4. Fully supports in action, language, behavior and performs the priorities, decisions, and directives of the Information Technology Manager, Director, Office of Technology Services, Chief Operating Officer and/or Chief Executive Officer.

5. Regular attendance on a daily basis is required for this position.

OTHER DUTIES / RESPONSIBILITIES

Performs other duties as assigned by the Information Technology Manager.

MINIMUM QUALIFICATIONS

EDUCATION, TRAINING AND/OR EXPERIENCE

1. Graduation from an accredited college or university with a bachelor’s degree in computer science or related field.

2. Two (2) years of specialized experience in computer systems analysis which involved the analysis and design of systems of electronic processing of data; store computer programming experience which included participation in systems analysis; or project management experience which involved systems design and project implementation of PC LAN system, which included responsibility for LAN systems installation, operation, maintenance, problem resolution and troubleshooting support in a PC environment, and analyzing situations and other pertinent information required to solve problems and/or to determine and recommend appropriate courses of action. CompTIA Security+ or CCNA (Cisco Certified Network Associate) Certificate may be substituted for work experience.

3. Graduation from an accredited college or university with a bachelor’s degree in computer science or related field.

4. Combined Education and Experience: An equivalent combination of education and experience may be accepted by OHA as a substitute for Education, Training and/or Experience requirements.

Knowledge, Skills and Abilities

1. Must have working knowledge of:

• Systems design, development and implementation
• Project management and network administration principles and practices
• Office 365 applications, Forms, Adobe Acrobat, and other office tools.
• Multiple communication techniques
• General administrative principles and practices

2. Must have demonstrated skills or ability to:

• Communicate at all levels
• Analyze and design network systems
• Perform and understand network administration and project management;
• Write clear and comprehensive reports and other documents
• Read and interpret complex written materials
• Apply problem-solving methods and techniques
• Solve complex problems logically and systematically
• Plan, organize and carry out a broad range of technical support services relating to information systems
• Work efficiently and effectively in a dynamic and evolving environment
• Analyze an information network and recommend changes and improvements to insure reliable and consistent service to users
• Monitor and assess new trends and information technology tools and applications
• Develop an effective working knowledge of information systems methods and practices
• Present facts clearly both orally and in writing
• Facilitate collaboration among employees and to work collaboratively with others
• Deal tactfully and effectively and establish and maintain working relationships with other employees, external agencies and their representatives, and with the general public
• Plan, organize, procure, maintain and control an inventory of computer supplies and equipment
• Work effectively with others
• Review and prepare reports requiring judgment as to the nature of the problem and potential solutions
• Speak simply and directly in conveying information on various technical and administrative aspects of the program
• Function effectively in a team environment
• Customer service skills are essential due to daily contact with end-users in various departments

How To Apply

resume and cover letter to:

OFFICE OF HAWAIIAN AFFAIRS
560 N. Nimitz Highway, Suite 200
Honolulu, Hawai‘i 96817
Attention: Human Resources

Or via email: [email protected]

Office of Hawaiian Affairs (OHA) employees must be permanent Hawaii residents. Out-of-state applicants who are offered employment with OHA will need to relocate to Hawaii and establish permanent residency.

An Equal Opportunity Employer