Senior IT Analyst - Tier 3 Service Desk

JOIN ALPHA INC. HAWAII AS OUR Senior IT Analyst - Tier 3 Service Desk!

Heads up: This is NOT your typical, job post!

If you've got HEART, plenty of GRIT, and are ready to jump in and get things done, we want YOU on our team!

At Alpha Inc., we don't just build projects—we're building careers and creating a family where hard work meets big laughs. Imagine working with a crew that's all about teamwork, having fun, and crushing goals together. If you're ready to roll up your sleeves, work hard, crack jokes, and take on some of the coolest projects in Hawaii, then keep reading!

What's in it for you?

• Job Stability—because stressing about paychecks isn't necessary here! We pay weekly and we have lots of work ahead!
• Fully Paid Family Medical & Dental Insurance—we take care of you AND your fam.
• Free Life Insurance—because it's always good to have peace of mind while you're giving it your all!
• 401k with Matching—we'll match up to 4%, helping you invest in your future.
• Competitive Pay—so you can treat yourself and live the island life!
• Growth & Advancement—we're growing fast, and we want you along for the ride
• Family-Oriented Culture—where your hard work is appreciated, and your lunchtime jokes always leave a lasting impression.

Are you ready to join a team that cares about YOU, cracks jokes, works hard, and celebrates big wins? If you're seeking job stability, love working with a tight-knit crew, and want a job that's as fun as it is rewarding, then Alpha Inc. is the place to be!

So, what are you waiting for? Bring your A-game, and let's build something amazing together!

Apply today and start your journey with Alpha Inc.!

What you'll do..

Key Responsibilities:

Advanced Technical Support & Escalation Management

• Serve as the final escalation point for complex technical issues that Tier 1 and Tier 2 support teams cannot resolve

• Perform in-depth troubleshooting of enterprise applications including Microsoft 365, Okta, Box, Intune, Entra ID, UKG, ABM, and Addigy

• Conduct comprehensive root cause analysis to identify underlying issues and implement long-term solutions to prevent recurrence

• Collaborate with System Administrators to address complex infrastructure and integration challenges

• Develop and implement standardized escalation procedures to ensure consistent issue resolution

C-Suite Executive Support

• Provide dedicated, white-glove IT support to C-suite executives, addressing their technical issues with urgency and discretion

• Anticipate and proactively resolve potential IT disruptions that could impact executive productivity

• Maintain a high level of confidentiality when handling sensitive executive IT matters

• Develop customized documentation and training materials for executive leadership

• Serve as the primary technical point of contact for leadership during critical incidents

Compliance & Security Management

• Ensure all IT operations and solutions adhere to CMMC Level 1 requirements and other relevant compliance standards

• Oversee identity and access management (IAM) using Okta, including SSO implementation, MFA enforcement, and user lifecycle management

• Implement and maintain security policies for endpoint management through Intune and Addigy

• Conduct regular security reviews and access audits to maintain compliance with zero-trust principles

• Collaborate with security teams to enforce least privilege access and phishing-resistant authentication methods

• Document and maintain security procedures for application access and data protection

JIRA/Confluence Project Management

• Manage help desk workflows using JIRA Service Management (JSM), ensuring tickets are efficiently tracked, prioritized, and resolved

• Utilize Confluence to document project plans, technical processes, and IT service improvements

• Create and maintain dashboards to monitor KPIs such as ticket resolution times, escalation rates, and system performance metrics

• Coordinate cross-functional projects including software rollouts, migrations, and system upgrades

• Develop automation workflows within JIRA to streamline support processes and improve efficiency

Team Collaboration & Knowledge Transfer

• Mentor Tier 1 and Tier 2 support staff through knowledge sharing and hands-on training

• Develop and maintain a comprehensive knowledge base for recurring issues and best practices

• Create standardized troubleshooting guides and technical documentation to improve team efficiency

• Participate in on-call rotation for after-hours support of critical systems

• Collaborate with vendors to resolve advanced technical issues and service disruptions

System Optimization & Automation

• Identify opportunities for automation using scripting and AI-driven tools to streamline IT processes

• Develop and maintain scripts for automating routine tasks (PowerShell, Python, or Bash)

• Optimize system configurations to enhance performance, reliability, and security

• Analyze help desk metrics to identify trends and implement proactive solutions

• Research and recommend new technologies to improve IT service delivery

About you..

Required Qualifications:

• 5 years of progressive IT support experience with at least 2 years in a Tier 3 or equivalent senior technical role

• Demonstrated expertise in troubleshooting complex issues with Microsoft 365, Okta, Box, Intune, and Entra ID

• Experience managing projects and workflows using JIRA and Confluence

• Strong knowledge of identity management principles and practical experience with Okta administration

• Experience with mobile device management platforms (Intune, ABM, Addigy)

• Familiarity with CMMC Level 1 requirements and IT security best practices

• Experience supporting C-level executives and understanding their unique technical needs

• Advanced troubleshooting skills for macOS, iOS, Windows, cloud applications, and network-related issues

Preferred Qualifications:

• Certifications such as Microsoft 365 Certified Administrator, Okta Certified Administrator, ITIL Foundation, or Security (or relevant experience)

• Experience with scripting languages (PowerShell, Python, Bash) for automation

• Knowledge of UKG (UltiPro) and other enterprise HR applications

• Experience with Apple Business Manager (ABM) and Addigy for macOS/iOS management

• Background in supporting remote and field office environments

• Atlassian Certified Professional (ACP) or equivalent project management certification

The compensation will vary based on experience ranging between $100,000 - $110,000 per year.

If you're ready to be part of a dynamic, fast-paced company that offers more than just a job, join Alpha Inc. Hawaii today!

Alpha Inc. Hawaii is an Equal Opportunity Employer. We encourage all qualified individuals to apply.