Job Description

Senior IT Analyst (Tier 3 Service Desk)

Location: Maui, Hawaii

Reports to: Director of IT

Employment Type: Full-Time, Exempt

Department: Information Technology

Compensation: $90,000 - $95,000

The Opportunity

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.

About Alpha Inc.

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.

What You Will Do

As a Senior IT Analyst (Tier 3) , you are the last line of defense and the architect behind better systems .

Tier 3 Escalation & Technical Ownership

• 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

Executive & High-Impact Support

• 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

Identity, Access & Compliance

• 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

Workflow, Automation & Systems Improvement

• 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

Leadership Without the Title

• 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

What You Bring

You're a technical problem-solver with an operator's mindset .

Required Experience

• 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

Preferred (But Not Required)

• 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

Why Alpha?

At Alpha Inc., IT isn't a cost center — it's a force multiplier.

You'll:

• 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

Requirements (Conditions of Employment)

Employment at Alpha Inc. is contingent upon the following:

• Completion of standard pre-employment screening.
• A background check conducted after a conditional offer; past issues will be reviewed on a case-by-case basis in line with Hawai'i and federal law.
• Passing a drug test (for both full-time and part-time hires), conducted under Hawai'i's statutory requirements.

Alpha Inc. is an Equal Opportunity Employer committed to diversity, equity, and inclusion. We do not discriminate based on any protected status under federal or Hawai'i law. Applicants must be authorized to work in the United States; we are unable to sponsor visas. Employment eligibility will be verified upon hire. If you need a reasonable accommodation during the application or hiring process, please contact us at careers@alphahawaii.com.

If you're the kind of IT professional who owns problems, elevates systems, and leads without needing permission — Alpha Inc. is ready for you.

#LI-ALPHASP

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