End Device Technician

TQI Solutions seeks proactive, visionary thought leaders to drive impactful solutions for our clients. We value our team by offering work-life balance, excellent benefits, and opportunities for career growth. Join us and become part of a collaborative environment where your expertise helps deliver exceptional IT support to our customers.

TQI Solutions is actively seeking a motivated and customer-focused End Device Technician to join our team in Honolulu, HI. In this role, you will provide first-line technical support for mobile devices and end-user technology, troubleshoot technical issues, and ensure an exceptional customer experience. The ideal candidate is detail-oriented, enjoys solving technical challenges, and thrives in a fast-paced support environment.

The estimated salary range for this role is $60,000–$75,000 per year. Final compensation is dependent upon the candidate's skills, qualifications, contract-specific guidelines, and geographic location. TQI is committed to pay equity and compliance with the Hawaii Pay Transparency Act; we do not request or consider prior salary history when making employment offers.

Position Details:

• Full-time, onsite, exempt

Responsibilities:

• Serve as the primary point of contact for customer inquiries regarding mobile devices and end-user technology.
• Provide timely and effective technical support via phone, email, and chat while delivering exceptional customer service.
• Troubleshoot technical issues and resolve first-line support requests or escalate issues to second-level support when appropriate.
• Maintain accurate records of customer interactions, issue resolutions, and follow-up actions within the ticketing system.
• Analyze support workflows and customer feedback to identify opportunities for process improvement and enhanced service delivery.
• Stay current on product updates, technical documentation, and support procedures to provide accurate guidance to customers.
• Collaborate with team members to improve support operations and ensure customer satisfaction.
• Participate in occasional night, weekend, or holiday support as business needs require.

This is a full-time, onsite, salaried, exempt position.

Requirements

• High school diploma or equivalent required; Associate degree preferred.
• 2–5 years of relevant experience, education, or technical training.
• Experience supporting mobile devices, troubleshooting hardware and software issues, or providing Help Desk/technical support.
• Strong understanding of troubleshooting fundamentals and customer support best practices.
• CompTIA Security+ certification or the ability to obtain it within three (3) months of hire.
• Strong problem-solving and analytical skills.
• Excellent written and verbal communication skills.
• Ability to work independently and collaboratively within a team environment.
• Customer-focused with a strong willingness to learn and adapt.
• Ability to obtain and maintain a Secret Security Clearance.

The incumbent of this position will be subject to a background investigation and will be required to obtain and maintain a Government-granted Secret security clearance.

TQI Solutions, Inc. is a Service-Disabled Veteran-Owned Small Business with staff located in VA, WA, DC, GU, HI, and CA. We provide Mission and IT Support Services to a wide range of DoD clients. At TQI Solutions, our aim is to surpass customer expectations through results-oriented services and solutions that ensure mission success. We take pride in fully embracing our clients' missions as our own and consistently delivering world-class technical solutions. Our team comprises dedicated problem solvers who prioritize building lasting and mutually trusting relationships with our customers.

TQI Solutions is an equal opportunity employer and is committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, disability, or veteran status.