IT Specialist (Help Desk/VoIP Systems)(pos#0096586)

IT Specialist (Help Desk/VoIP Systems)(pos#0096586)

Salary

See Position Description

Location

UH Hilo, Hilo, HI

Job Type

Full-Time Permanent

Job Number

2026-01879

Department

University of Hawaii at Hilo

Division

Administrative Affairs - Computing Center

Opening Date

08/27/2026

Closing Date

9/17/2026 11:59 PM Hawaii

Position Number:

0096586

Description

Title: IT Specialist (Help Desk/VoIP Systems)

Position Number: 0096586

Hiring Unit: Administrative Affairs, Computing Center

Location: UH-Hilo

Date Posted: August 27, 2026

Closing Date: September 17, 2026

Band: A

Salary: salary schedules and placement information

Full Time/Part Time: Full-time

Month: 11-month

Temporary/Permanent: Permanent

Other Conditions: Appointment to begin approximately October 2026, pending position clearance and availability of funding.

Position Overview

The University of Hawaii at Hilo (UH Hilo) is a public liberal arts and sciences university on the Island of Hawaii, recognized for its integration of cultural immersion and place-based research that leverages the islands extraordinary geological, biological, and cultural diversity. A comprehensive, regional campus within the ten-campus University of Hawaii system, UH Hilo offers high-quality undergraduate and select postgraduate education, with distinctive strengths in areas such as marine science, geology, astronomy, and Hawaiian language revitalization, while advancing research, scholarship, and creative activity that support community needs, environmental stewardship, Indigenous knowledge systems, and workforce development priorities for the State of Hawaii.

UH-Hilo Information Technology Services provides technical solutions and services by supporting and empowering the UH Hilo faculty, staff, students, and surrounding communities through informative training, open collaboration, creative solutions, dependable services, and reliable systems.

The Information Technology Specialist provides comprehensive technological support across the campus network. This hybrid position serves as the primary, front-line point of contact for the campus community, blending general computing help desk services with specialized, hands-on telephony maintenance. Working closely as part of the core user-support team, this professional efficiently resolves daily computing issues, hardware deployments, software updates, and telephone endpoint adjustments while strictly aligning with UH System IT best practices and professional customer service standards.

Duties and Responsibilities (*denotes essential functions)

• *Under the general supervision of the Director, provides technical support and consultation for both general computing and campus-wide telephony/VoIP systems.
• *Serves as the primary point of contact for telephony service requests, providing excellent customer service while managing endpoint deployment (VoIP and analog), voicemail resets, and hardware replacement.
• *Troubleshoots telephony and data services, including VoIP endpoints, Analog Telephone Adapter (ATA) devices, and direct-provider analog lines.
• *Works as part of the Help Desk team to install, maintain, and troubleshoot assigned computer hardware and software campus-wide.
• *Provides professional, user-centered technological support and troubleshooting for faculty and staff, serving as an empathetic and responsive initial responder for technical issues.
• *Assists with the physical testing and technical documentation of telephony systems to ensure endpoint operational efficiency.
• *Provides training for faculty and staff in the use of computer hardware, software, network access, and VoIP telephony features.
• *Organizes, creates, and maintains technical documentation and diagrams for both help desk procedures and VoIP configurations.
• *Monitors the status and performance of telephony/VOIP and data services using specialized monitoring tools and applications.
• *Coordinates with other IT team members and external service providers to resolve complex telephony outages, ensuring timely, clear, and reassuring status updates are communicated to affected users.
• *Assists in the installation and troubleshooting of campus-wide instructional equipment, including audio/visual and printing systems.
• *Follows and implements directives and guidance related to best practices from University of Hawaii System Information Technology Services.
• *Ensures the consistent adoption, implementation, and enforcement of recommendations issued through University of Hawaii System Information Technology Service.
• *Keeps abreast of recommendations issued through University of Hawaii System Information Technology Service, and takes timely action as needed.
• *Follows and implements directives and guidance related to best practices from University of Hawaii System Information Technology Services.
• *Ensures the consistent adoption, implementation, and enforcement of recommendations issued through University of Hawaii System Information Technology Service.
• *Keeps abreast of recommendations issued through University of Hawaii System Information Technology Service, and takes timely action as needed.
• Other duties as assigned.

Minimum Qualifications

• Possession of a baccalaureate educational degree in Computer Science and one (1) year of progressively responsible professional information technology experience with responsibilities for troubleshooting fundamentals; or any equivalent combination of education and/or professional work experience which provides the required education, knowledge, skills and abilities as indicated.
• Functional knowledge of telephony systems demonstrated by knowledge, understanding and ability to apply principles, concepts, methodology and terminology.
• Functional knowledge and understanding of technology, systems, hardware and software associated with telephony and desktop workstations.
• Demonstrated ability to recognize problems, identify possible causes and resolve routine problems in the area of telephony and desktop workstations environments.
• Ability to comprehend, interpret and implement administrative directives and guidance to ensure IT operations align with organizational standards and industry best practices.
• Demonstrated ability to understand oral and written documentation, write reports and procedures, and communicate effectively in a variety of situations.
• Demonstrated ability to establish and maintain effective working relationships with internal and external organizations, groups, team members and individuals.
• Functional knowledge of local area networking standards, principals and operational aspects.
• Functional knowledge of Windows OS and MacOS.
• 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.

Desirable Qualifications

• Knowledge of System Administration, Networking, and TCP/IP.
• Knowledge of SIP communications.
• Knowledge of EIA/TIA design and wiring installation standards.
• Knowledge of the University of Hawaii at Hilo network infrastructure.
• Knowledge of the University of Hawaii at Hilo telephony system.

To Apply: Click on the "Apply" button on the top right corner of the screen to complete an application and attach each required document. A complete application must include:

• Cover letter explaining how each minimum and desirable qualification is met.
• Current resume.
• The names and addresses, email addresses and telephone numbers of three [3] current professional references.
• Transcript(s) showing degrees and course work appropriate to the position (copies are acceptable; however, original official transcripts will be required prior to employment).

Please do not include any self-identifying photos. Please redact references to Social Security number and birth date on transcript copies. Copy of diplomas will NOT be accepted. Documents issued from an institution outside the United States of America 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. All requested documents/information become the property of the University. All minimum qualifications must be met by the closing date. Incomplete applications will not be considered. Failure to submit all required documents and reference information shall deem an application to be incomplete.

Note: If you have not applied for a position before using NeoGov, you will need to create an account.

Inquiries: Charles Snader, csnader@hawaii.edu

EEO, Clery Act, ADA

The University of Hawaii 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 Hawaii 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 Hawaii 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/

Equal Opportunity Employer / Veterans / Disabled

Employer University of Hawaii

Department University of Hawaii at Hilo Address 200 W. Kawili Street

Hilo, Hawaii, 96720

Website http://workatuh.hawaii.edu