IT Analyst II

Alpha Inc•Kahului, HI

4h•Onsite

About The Position

This isn’t your average “reset passwords and close tickets” IT role. This is for the operator who hates sloppy tickets, broken processes, and repeat problems and actually does something about it. At Alpha Inc., the IT Analyst II is the force multiplier between Tier 1 and Tier 3. You’re the one who turns noise into signal, chaos into systems, and recurring issues into never again. You’ll be hands-on across HQ, field teams, and mobile crews, solving real problems that directly impact job sites, project timelines, and people in the field. If you like clean escalations, tight documentation, and being the person others rely on when things get real… keep reading.

Requirements

3–5+ years in IT support, service desk, or application support (with real Tier 2 ownership)
Strong troubleshooting across endpoints, M365, networking basics, VPN, Wi-Fi, devices
Experience with identity/access tools (Okta, Entra ID, SSO, MFA)
Experience with ticketing systems (Jira, ServiceNow, Zendesk, etc.)
Ability to communicate clearly with non-technical users
Valid driver’s license + ability to lift up to 50 lbs
Applicants must be authorized to work in the United States; we are unable to sponsor employment visas.

Nice To Haves

Experience with construction or field-based environments
Exposure to tools like NetSuite, UKG, Bluebeam, HCSS, DocuSign
Device management experience (Intune, Addigy, etc.)
Certifications (CompTIA, Microsoft, ITIL, Okta, Atlassian)
Basic automation, scripting, or reporting skills
A habit of documenting everything before someone asks

Responsibilities

Take Tier 2 tickets from triage to resolution with clean documentation and zero guesswork
Eliminate repeat issues by identifying root causes (not just symptoms)
Escalate smartly with complete notes that Tier 3 can act on immediately
Support users across HQ, field sites, and mobile environments with urgency and clarity
Support platforms like Microsoft 365, Box, Jira, Confluence, Okta/Entra, UKG, NetSuite, Asana
Handle access, licensing, installs, and basic configurations
Step in as operational coverage while application engineering capacity scales
Help drive adoption, training, and rollout support
Manage onboarding/offboarding, permissions, MFA, and lifecycle access
Support endpoint setup across Windows, macOS, and mobile devices
Work with tools like Intune, Addigy, Apple Business Manager
Maintain least-privilege access and escalate anything questionable immediately
Coordinate workstation setup, access, and readiness for new hires
Execute clean offboarding (no loose ends, no lingering access)
Create simple, useful documentation people actually use
Maintain Jira Service Management tickets with clarity and accuracy
Build and refine knowledge base articles in Confluence
Identify trends, SLA risks, and recurring issues
Recommend and implement process improvements
Apply cybersecurity best practices (MFA, phishing awareness, endpoint protection)
Support compliance efforts and documentation (CMMC awareness a plus)
Collaborate with internal teams and vendors to resolve issues fast

Benefits

100% company-paid Medical/Dental/Vision (family coverage)
Paid Time Off (PTO) (vacation, personal, and sick time) that increases with tenure
Paid holidays
Weekly pay
401(k) Retirement Plan: Eligible after 1 month of service (age 18+), with a Safe Harbor match (100% on the first 3%, 50% on the next 2%) with immediate vesting.
Life & AD&D insurance (company-paid, with family coverage)
Flexible Spending Account (FSA)
Employee Assistance Program (EAP) (24/7 confidential support)
Tuition reimbursement (up to $500/year)
Company-provided equipment (role dependent)
Additional perks (Aflac supplemental coverage + employee discounts)
Employee Ambassador Program: A dedicated, real-human support resource to help you navigate life’s challenges—personal or professional—by connecting you to guidance, resources, and solutions when you need them most.