IT & Facility Specialist I,II or III

Position Narrative

Position Title: IT & Facility Specialist I, II, or III

Department: IT Department

Location: Utulei Branch

Reports To: IT & Bank Security Officer (In the absence of, this position reports to the Innovation & Technology Officer)

Position Summary

The IT & Facility Specialist provides technical support and facility operations support to ensure the secure, efficient, and reliable operation of the Bank’s information technology systems and physical facilities. This role supports users across the Bank by troubleshooting hardware, software, network, and telecommunications issues while also coordinating day-to-day facility operations, vendor services, and asset maintenance.

The position contributes to operational continuity, system security, internal controls, and compliance with Bank policies, procedures, and applicable regulatory requirements.

Primary Responsibilities

• Provide technical support for the Bank’s local, wide, wireless, Internet, and Intranet networks, telephone and Voice Over IP (VoIP) systems, and related software applications.


• Troubleshoot, diagnose, and resolve system, hardware, and connectivity issues; escalate complex issues as appropriate.


• Perform routine system administration tasks, including user access management, device setup, updates, and maintenance, consistent with internal controls and security standards.


• Ensure systems operate securely, stably, and in accordance with Bank IT policies and cybersecurity requirements.


• Provide clear, step-by-step technical instructions and assistance to users; log and document issues to ensure timely resolution and reporting.


• Oversee and coordinate day-to-day facility operations, including inventory control of supplies, maintenance and repair of equipment and Bank vehicles, and monitoring proper use of Bank assets.


• Coordinate with external vendors and service providers for IT, facility maintenance, repairs, and projects, ensuring work is completed timely and within scope.


• Assist with facility-related projects, upgrades, and improvements, and maintain accurate records of facility operations and activities.


• Support compliance with Bank policies, safety standards, and applicable regulations.


• Maintain confidentiality, professionalism, and adherence to the Bank’s Code of Conduct and Code of Ethics.


• Meet established performance expectations and Key Performance Indicators (KPIs), including responsiveness to service requests, accuracy and timeliness of issue resolution, system uptime and reliability, compliance with IT security and access controls, proper documentation and ticket logging, effective coordination of facility operations and vendors, adherence to project timelines, and compliance with Bank policies and regulatory requirements.

Qualifications and Skills

• Strong technical aptitude with the ability to troubleshoot hardware, software, and network-related issues.


• Basic understanding of IT systems, telecommunications, and facility operations, with the ability to learn Bank-specific platforms and controls.

• Strong organizational skills, attention to detail, and ability to manage multiple tasks.


• Effective communication and interpersonal skills, with the ability to explain technical concepts clearly.


• Ability to exercise sound judgment, maintain confidentiality, and follow established procedures.


• Proficiency with standard office equipment and technology tools.

IT & Facility Specialist I

Education: High School Diploma or GED required.

Experience: One (1) to Two (2) years of experience in IT support, technical assistance, facilities support, or a related entry-level role preferred.

Scope: Entry-level position focused on routine technical support, basic troubleshooting, and assisting with facility operations under supervision.

IT & Facility Specialist II

Education: High School Diploma or GED required; Associate degree or technical certification preferred.

Experience: Two (2) to Four (4) years of experience in IT support, systems administration, facilities coordination, or a related role.

Scope: Intermediate-level position with increased responsibility for independent troubleshooting, coordination with vendors, and support of system stability and facility operations.

IT & Facility Specialist III

Education: Associate degree (AA) in Information Technology, Facilities Management, or a related field preferred; Bachelor’s degree acceptable; or an equivalent combination of education and experience.

Experience: Four (4) to Six (6) or more years of progressive experience in IT support, systems administration, and/or facility operations.

Scope: Senior-level position responsible for advanced troubleshooting, oversight of critical systems and facility operations, coordination of projects, and mentoring or guiding junior staff.

General Statement

This description outlines the general nature and level of work performed by employees in this position. It is not intended to be a comprehensive list of all duties, responsibilities, or qualifications. The Bank reserves the right to modify responsibilities as needed to meet organizational requirements.