About Company
First Hawaiian Bank has been proudly serving the financial needs of Hawaii, Guam, and Saipan since 1858. As Hawaii’s oldest and largest financial institution, we are deeply committed to fostering strong relationships with our customers and communities. Our core values of innovation, integrity, and exceptional service drive everything we do. We believe in empowering our employees with the tools, training, and support they need to succeed, offering a collaborative and inclusive environment where personal and professional growth are highly valued. Joining First Hawaiian Bank means becoming part of a legacy of excellence and a team dedicated to making a positive impact on the lives of our customers and the vitality of our islands. We embrace diversity and foster an environment where all employees feel valued and respected.
Job Description
First Hawaiian Bank, a cornerstone of the Pacific region’s financial landscape for over 160 years, is seeking a highly motivated and skilled Remote IT Support Specialist to join our dynamic technology team. As Hawaii’s leading financial institution, we are committed to providing exceptional service to our customers, and that commitment extends to ensuring our internal systems run seamlessly. In this full-time remote role, you will play a pivotal part in maintaining the operational integrity of our IT infrastructure, directly impacting the productivity and efficiency of our colleagues across various departments. This is a unique opportunity for an IT professional who thrives in a fast-paced environment and possesses a strong problem-solving acumen. While operating remotely, you will be an integral part of our team, responsible for delivering first-class technical support, troubleshooting complex issues, and contributing to the overall stability and security of our IT ecosystem. You’ll be the frontline expert, assisting users with hardware, software, network connectivity, and application support queries, all while upholding the highest standards of data security and regulatory compliance inherent in the financial industry. We are looking for an individual who can work independently with minimal supervision, yet seamlessly collaborate with other IT professionals and business units. Your ability to communicate technical information clearly and patiently to non-technical users will be crucial. Join us in shaping the future of banking technology, where your expertise will directly contribute to the success and security of one of Hawaii’s most respected institutions.
Key Responsibilities
- Provide first-line technical support to internal users remotely, diagnosing and resolving hardware, software, and network issues.
- Troubleshoot and resolve problems related to operating systems (Windows, macOS), productivity suites (Microsoft 365), and proprietary banking applications.
- Install, configure, and maintain computer hardware, software, and peripherals, including remote setup and configuration.
- Manage user accounts, permissions, and access rights in accordance with security policies.
- Document all support activities, resolutions, and solutions in the IT service management system.
- Collaborate with senior IT staff and other departments to escalate and resolve complex technical problems.
- Participate in the deployment of new software, hardware, and system updates.
- Educate users on best practices for system usage and security awareness.
- Monitor system performance and proactively identify potential issues to prevent disruptions.
- Adhere strictly to bank security protocols, compliance regulations, and data privacy policies.
Required Skills
- Proven experience in IT support, helpdesk, or desktop support.
- Strong knowledge of Windows operating systems (Windows 10/11) and Microsoft 365 suite.
- Familiarity with network fundamentals (TCP/IP, DNS, VPN, Wi-Fi).
- Experience with remote diagnostic tools and support software.
- Excellent problem-solving and analytical abilities.
- Exceptional verbal and written communication skills.
- Ability to work independently and manage time effectively in a remote work environment.
- Customer-service oriented approach with a professional and patient demeanor.
- High school diploma or equivalent.
Preferred Qualifications
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator Associate).
- Experience with Active Directory and Group Policy management.
- Familiarity with incident management and ticketing systems (e.g., ServiceNow, Jira).
- Experience supporting remote users and troubleshooting VPN/network connectivity issues.
- Understanding of security best practices in a regulated industry, such as financial services.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with company match.
- Paid time off (vacation, sick leave, holidays).
- Employee assistance program.
- Tuition reimbursement and professional development opportunities.
- Life and disability insurance.
- Employee banking benefits.
- Wellness programs.
How to Apply
Interested candidates are encouraged to click on the application link below to apply directly through First Hawaiian Bank’s official careers portal. Please ensure your resume and cover letter highlight your relevant experience and why you are an ideal fit for this remote role.