Senior IT Support Analyst

Naniq Global Logistics - Kapolei•Kapolei, HI

8h•Hybrid

About The Position

The Senior IT Support Analyst is responsible for providing advanced technical support, system administration, and user assistance to ensure the smooth operation and support of the organization’s IT infrastructure. This role requires a blend of hands-on troubleshooting skills, customer service expertise, and proactive involvement in IT projects, with a focus on improving system reliability, efficiency, and security. The analyst will act as an escalation point for complex technical issues and mentor junior IT support staff.

Requirements

5+ years of IT support or system administration experience, with at least 2 years in a senior/lead capacity.
Strong knowledge of Windows and macOS environments, Microsoft 365, Active Directory, and common business applications.
Knowledge of the ITIL Program
Experience with networking (LAN/WAN, VPN, firewalls, wireless) and IT security best practices.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to manage multiple priorities in a fast-paced environment.
Demonstrated leadership and mentoring capabilities.
Customer-focused mindset with a commitment to high-quality service delivery.
Must pass drug screening and background checks, which include employer, customer, and/or SIDA background checks
Must be authorized to work in the United States.

Responsibilities

Provide Tier 2 and Tier 3 support for hardware, software, networking, and application issues
Diagnose, troubleshoot, and resolve complex technical problems in a timely manner
Act as an escalation point for junior IT support team members
Administer and maintain servers, cloud platforms (Microsoft 365, Azure), and enterprise applications
Have a good knowledge of the endpoint security tools, agents and device management platforms utilized at TOTE
Monitor system performance, ensuring availability, reliability, and capacity planning
Lead or support IT projects such as system upgrades, migrations, and new technology rollouts
Evaluate and recommend new technologies, tools, and processes to enhance IT services
Document technical procedures, knowledge base articles, and best practices
Work closely with the different business units at TOTE to understand IT needs and provide solutions aligned with ITSS organizational goals
Liaise with external vendors and service providers to resolve issues
Provide training and guidance to end users and IT colleagues
Develop with the ITSM support team a knowledgebase directory of “How To” guides and SOP’s for users to access
Other duties as assigned, to support IT leadership and organizational objectives