Oahu Tier 1 IT Help Desk Support

Hawaii Foodservice Alliance is hiring a Tier 1 IT Help Desk Support Agent in Honolulu, HI. The role involves providing technical support to over 300 users, troubleshooting hardware and software issues, maintaining IT documentation, and managing user accounts. Candidates should have a high school diploma, preferably with an IT-related associate degree, and some customer service or IT support experience. This is a full-time on-site position.
Who We Are

At HFA, we’re proud to be Hawai‘i’s largest local supplier of perishable foods and logistics—serving grocers, retailers, and club chains across the islands. But we’re not just moving products—we’re building connections, nourishing communities, and growing something that matters.

Our team is the heart of our success. That’s why we invest deeply in our people—offering real opportunities for growth, leadership, and innovation. Whether you're starting your journey or taking the next step, we’re here to support you.

If you're looking for more than a job—if you want a career with purpose, people who care, and a place where you can grow—we’d love to meet you.

Grow with us. Thrive with us. Join the HFA ‘ohana.

What We Are Looking For

HFA is seeking a motivated and customer-oriented Tier 1 IT Help Desk Support Agent to join our dynamic IT team. The ideal candidate will be the first point of contact for our 300+ users, providing technical support and troubleshooting assistance for hardware, software, and network-related issues, while also performing preventative maintenance, minor hardware repairs, and tracking licensing and other assets assigned to users. You will work with and gain experience in next-generation tools and technologies like SentinelOne, Cisco Meraki, Palo Alto, Azure Virtual Machines, and much more.

This is a full-time salary position, working on-site at HFA’s main headquarters in Honolulu.

Key Responsibilities
• Provide First-Level Tech Support: Respond to user inquiries and provide technical assistance via phone, email, or chat.
• Troubleshoot Issues: Diagnose and resolve hardware, software, printer, and network issues, escalating problems to Tier 2 or Tier 3 support and external specialists as necessary.
• Maintain Documentation: Maintain IT asset management inventory (hardware, accessories, licenses, user assignments). Document resolutions in the help desk ticketing system.
• User Account Management: Perform user account creation, password resets, and granting/changing permissions using Active Directory and EntraID.
• Device Management: Use remote management and bulk deployment tools to keep client devices updated across the network. Familiarity with Intune MDM is a plus.
• Install, Configure and Update Software: Onboard new devices and equipment for business use using established processes. Install, configure and maintain Line of Business applications and modern Windows operating systems.
• Educate Users: Provide guidance and training to users on best practices and how to use IT resources effectively. Advocate for best security practices at every opportunity, able to keep up with the quickly changing world of technology.
• Monitor Systems & Tickets: Keep an eye on support requests, assign requests to responsible teams, resolve any tickets that fall into your wheelhouse, monitor system alerts and performance, taking proactive measures to prevent issues.
• Occasional travel to Neighbor Islands: HFA has offices on all Hawaiian Islands, occasionally you will be asked to travel to branch offices.

Qualifications
• Education: High school diploma or equivalent; an associate degree in IT or a related field is preferred.
• Experience: Previous experience in a customer service or IT support role is a plus.
• Technical Skills: Solid understanding of computer hardware, software, printer components and networking concepts. Must be proficient with basic troubleshooting techniques (OSI networking model), Microsoft Active Directory, EntraID, Office365, Windows Client and Server editions. Powershell scripting, Cisco command line, familiarity with MacOS and basic printer maintenance experience is a plus.
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Problem-Solving Skills: Adaptable and able to think quickly through problems. Strong analytical and troubleshooting abilities.
• Customer Service: A friendly, patient, and professional demeanor with a focus on providing excellent technical support service.
• Certifications: CompTIA A+ or similar certifications are a plus.
• Flexible Schedule: HFA is a 24/7, 365 logistics company. Ability to provide technical support at various times of the day.
• Ability to lift and carry up to 40 lbs (e.g., monitors, IT equipment).
• Comfortable working in confined spaces such as under desks or behind equipment racks.
• Ability to sit, stand, bend, and crouch for extended periods as required by support tasks.

What You’ll Like About Us
• Growing company with a highly dynamic network infrastructure
• Gain experience with next-generation technologies in Cyber Security, IT, Dev Ops, Hardware, and Cloud Infrastructure
• Paid leadership training and career advancement opportunities

About Us
• Starting Pay: $53,000/year.Relevant experience will be highly considered in actual wage.
• Free Healthcare
• 401(k) Plan with % matching
• Paid every Friday
• Paid Time Off
• Flexible Spending Account
• Employee Assistance Program
• Employee Discounts (e.g., Gym membership, Pet Insurance, Legal Assistance plan)

Applicants must currently reside on Oahu, Hawaii to be considered for this role.

We request all applicants to submit a tailored cover letter outlining their relevant experience, skills, and interest in the position.

HFA is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age citizenship, marital status, disability, gender identity or Veteran status.