Senior IT Analyst (Tier 3 Service Desk)
About The Position
This is not a password-reset job. This is not a ticket-closer role. This is a Tier 3, final-escalation, systems-thinking, accountability-driven role for someone who takes ownership when the stakes are high and ambiguity is real. At Alpha Inc., the Senior IT Analyst is the person others call when the problem doesn’t fit the playbook — when systems collide, controls matter, executives are impacted, and “good enough” is not an option. You’ll operate at the intersection of technology, compliance, automation, and people, ensuring IT services are reliable, auditable, secure, and actually usable. You’ll partner closely with System Admins and Security teams, serve as white-glove support for executive leadership, and help build the operational backbone that allows Alpha to scale across Hawaiʻi. If you’re wired to own outcomes, not just tasks — keep reading. Founded and grown in Hawaiʻi, Alpha Inc. is a locally owned leader in heavy civil construction, renewable energy, concrete services, drilling, and infrastructure solutions. We build projects that serve island communities for generations — and we take just as much pride in how we operate as what we build. Our culture is grounded in three core values: Lead with Heart – Respect, humility, and care for people come first. Strength in Unity – One team, many talents; no silos, no egos. Alpha Mentality – Grit, accountability, and a relentless drive to get better. This role is critical to protecting those values through strong systems, secure access, and operational excellence. As a Senior IT Analyst (Tier 3), you are the last line of defense and the architect behind better systems.
Requirements
- 5+ years of progressive IT support experience, including 2+ years in a Tier 3 or senior escalation role
- Strong hands-on experience with Microsoft 365, Okta, Intune, Entra ID, and Box
- Experience supporting C-level executives and mission-critical systems
- Proven experience sustaining NIST controls or supporting compliance readiness
- Advanced troubleshooting across macOS, iOS, Windows, cloud apps, and identity systems
- Proficiency with JIRA Service Management and Confluence
Nice To Haves
- Certifications such as Microsoft 365, Okta, Security+, or ITIL
- Scripting or automation experience (PowerShell, Python, Bash)
- Experience with UKG, Apple Business Manager, or MDM platforms
- Exposure to audits (NIST, SOC 2, ISO 27001, CMMC, etc.)
- Experience supporting remote or distributed environments
Responsibilities
- Serve as the final escalation point for complex issues unresolved by Tier 1 and Tier 2 teams
- Perform deep troubleshooting across Microsoft 365, Okta, Intune, Entra ID, Box, UKG, Apple Business Manager, MDM, and related platforms
- Conduct root cause analysis and implement durable fixes that prevent repeat incidents
- Partner with System Administrators to resolve complex identity, integration, and infrastructure issues
- Define escalation standards and model calm, decisive leadership during critical incidents
- Provide white-glove IT support to executive leadership with urgency, discretion, and professionalism
- Anticipate and mitigate technical risks that impact executive productivity
- Maintain strict confidentiality when handling sensitive systems, data, and communications
- Create clear, concise documentation tailored for executive users
- Administer user lifecycle management across enterprise applications
- Support joiner, mover, and leaver processes with accuracy and auditability
- Sustain and operationalize NIST controls across identity, endpoint, and service delivery systems
- Translate security requirements into enforceable technical controls and repeatable workflows
- Maintain audit-ready documentation mapped to compliance requirements
- Own and continuously improve JIRA Service Management workflows, approvals, and escalations
- Build automation that reduces manual effort and improves SLA performance
- Apply scripting or low-code automation (PowerShell, Python, Okta Workflows, Zapier, etc.)
- Analyze trends, metrics, and audit findings to drive preventive improvements
- Use Confluence as the system of record for procedures and documentation
- Mentor Tier 1 and Tier 2 staff through documentation, training, and hands-on support
- Create runbooks and troubleshooting guides that raise the bar for the entire team
- Coordinate with vendors to resolve advanced technical issues
- Participate in on-call rotation for critical systems
Benefits
- Solve complex, high-impact problems that directly support the business
- Influence how systems, controls, and workflows scale with growth
- Work with modern cloud, identity, and automation platforms
- Be trusted to own outcomes, not just close tickets
- Join a company that genuinely values culture, accountability, and people
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
