HOLO Card Service Desk Technician

HOLO Card Service Desk Technician 150 150 Ulu HI-Tech

Job title: HOLO Call Center Agent 
Location: Honolulu, HI 
Terms: Part- or Full-Time 
Clearance: N/A 

To apply: Email cover letter & resume to [email protected] 

 

Job Description

This position can be either full- or part-time and is an hourly wage position located on-site in the HOLO Card office in Honolulu, Hawaii. 

 Ulu HI-Tech provides the systems and staff for the HOLO Card, the island-wide rapid transit fare system of the City & County of Honolulu (City). 

Working as part of a small team of highly trained technical support professionals, the Technician will get training, guidance, and direction from the Service Desk Lead Technician. 

This position is best for dedicated individuals who understand and embrace the power of teamwork.While individual initiative is welcome and expected, the success of the HOLO Card program requires participating as a dedicated part of the Service Desk team.

As such, closely following our established standard operating procedures (SOPs) is a primary duty. We will provide extensive training to ensure you’re able to succeed in meeting these standards. Training will take place on-the-job and requires reading, studying, and comprehension of and compliance with our documentation, standards, and related systems.  

Technicians are assigned the primary responsibility of assisting retail stores in resolving problems with installed point-of-sale systems. Trouble tickets are opened by customers via emails or live-answer phone calls. Technicians are required to follow SOPs to manage their workload and meet the strict Service Level Agreements in place with our customers. 

Regular outbound calls and emails to assist retailers with more complicated situations will also be required. Remote support tools are used as first line methods to fix problems, but regular in-person trips to customer sites are required. 

The Service Desk runs 6 days per week, Monday through Saturday, 7am to 7pm, excluding many Holidays. Most shifts run Mon to Fri, 7am to 4pm, and UHT will make efforts to accommodate preferred schedules & flexible hours. However, Technicians may be required to fill in vacant shifts OR work overtime on short notice during any of our operating days & hours. 

Essential Duties 

  • Respond to all assigned tickets from the HOLO Card Service Desk to resolution and within specified SLAs and Key Performance Indicators 
  • Participate in training provided through UHT for all HOLO Card equipment maintenance and service engagement, as necessary to meet objectives 
  • Monitor device health of retail sales terminals (RSTs), customer service terminals (CSTs), handheld devices, and other assigned equipment as technically possible so that UHT can deliver a proactive service operations program 
  • Following applicable hardware operations and maintenance training supplied by various OEMs, perform all required troubleshooting, maintenance, field service, installation, repair and replacement of HOLO Card: 
  • RSTs located at retail locations 
  • CSTs located at Satellite City Halls 
  • Agency Test Facility (ATF) devices 
  • Call Center computer, applications and systems 
  • Cellular services and other network equipment 
  • Handheld devices used for fare inspection and validation 
  • Other systems related to HOLO and/or UHT service operation as assigned 
  • Install and support HOLO Card RSTs, CSTs, handheld devices, cellular equipment, and other small devices 
  • Attend and represent Service Desk interests at meetings as required 
  • Participate in ensuring that all HOLO Card contract KPI’s and other contractual requirements are met (see Appendix A) 
  • Provide IT desktop and network support and troubleshooting to internal UHT staff as well as customers 
  • Other duties as assigned 

Qualifications 

  • Detail oriented with the primary goal of customer satisfaction 
  • Excellent problem solving and follow through traits 
  • Ability to work independently or in teams as needed 
  • Demonstrated experience of team-centric work ethic and skills 
  • Good interpersonal, written, and oral communication skills 
  • High competency in task management using ticketing and project mgmt. systems 
  • Strong documentation skills and dedication to maintenance and updating 
  • Ability to effectively work remotely while still attaining expected outcomes 
  • Proficiency in small device troubleshooting and repair (e.g., Android phones, printers, etc.) 

Education/Certifications 

  • Technology certifications or degrees are great, but relevant work and/or military experience are highly desirable 

Physical Requirements

  • Requires lifting and moving of office supplies, furniture, equipment, and boxes weighing up to 25 lbs 
  • Requires the ability to work at multiple locations in Hawaii and travel to those locations within the same day

Note: The above information on this description has been designed to indicate the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory, or all duties, responsibilities, and qualifications of employees assigned to this job. Management has the right to add to, revise, or delete information in this description. Reasonable accommodations will be made to enable qualified individuals with disabilities to perform the essential functions of this position.

Appendix A: HOLO Card Key Performance Indicators 

 

HOLO Service Desk KPIs

HOLO Service Desk KPIs 

Please email a cover letter and your resume to [email protected] to apply.