Job Summary

This position is a full-time hourly wage position located in Honolulu, Hawaii.

UHT provides technical systems and staffing solutions for a variety of clients across Hawai‘i, including public and private sector organizations. Our Field Technicians are part of a skilled team that supports mission-critical infrastructure and customer-facing technologies.

As a Field Technician, you will be part of a collaborative technical and mechanical skilled support team responsible for maintaining and servicing a wide range of equipment and systems deployed across UHT client sites. You will receive training and direction from the Asset Management department’s Field Operations and Maintenance team members to ensure service excellence.

Closely following established standard operating procedures (SOPs) is a primary duty. Classroom and extensive on-the-job training will be provided and required to ensure you’re able to succeed in meeting these standards. Completion of Department of Transportation Services Rail Training is required for site access and must be successfully completed during the first month of the probationary period.

The operation we service runs 7 days per week, 4 am to 10:30 pm, and may include certain holidays. We operate 8-hour shifts and an on-call triage and dispatch evenings and weekends to cover KPI’s during operational hours. On call hours may be paid as overtime once the technician is over 40 hours per week. Both the shift and on call schedule can be flexible as we make every accommodation to allow the technicians to select both the daily shift and the on call shift if our contractual service coverage is met. When there are schedule conflicts, shifts may be assigned as needed. Technicians may be required to fill in vacant shifts OR work overtime on short notice during any of our operating days and hours.

This role is ideal for individuals who thrive in a team-oriented environment, are detail-oriented, and are committed to delivering high-quality technical support. While initiative is encouraged, success in this role depends on collaboration and adherence to established procedures.

Key Responsibilities

• Respond to service ticketseither remotely or onsiteand resolve issues within defined Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
• Participate in training for all supported equipment and systems to ensure effective service delivery
• Monitor device health and proactively address issues across various client-deployed technologies, including:

• Ticket Vending Machines (TVM’s) and Faregates (Rail Entrance Devices)
• Retail Sales Terminals (RSTMobile Devices)
• Customer Service Terminals (CSTComputers / Peripherals / Software)

• Perform troubleshooting, preventive maintenance, installation, technical and mechanical repair, and replacement of hardware and software at client locations
• Provide IT desktop and network support to both internal UHT staff and external clients
• Support ticketing system workflows and documentation protocols
• Provide client communication, attendoperationmeetings,and represent Field Operations and Maintenance interests as needed
• Assistwith revenue servicing tasks where applicable
• Participate in rotating on-call schedules and be available for shift coverage or overtime as needed
• Other duties as assigned

Qualifications

• Solid technical and mechanical background and skills
• Excellenttroubleshooting,problem-solvingand follow-through skills
• Ability to work independently and collaboratively
• Effectiveinterpersonal, written, and oral communication skills
• Experience with ticketing and project management systems
• Strong documentation and organizational skills
• Ability to work independently or with colleagues when required and maintain performance expectations

Education/Certifications

• High School Diploma (IT, CS or Engineering College Degree or In Progress Desirable)
• Technical or Mechanical Trade School or Community College Coursework Desirable
• Must have valid driver’s license

Desired Certifications

• CompTIA A+
• Network+
• Security+

Physical Requirements

• Requires lifting and moving of office supplies, furniture, equipment, and boxes weighing up to 40lbs
• 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 accommodation will be made to enable qualified individuals with disabilities to perform the essential functions of this position.