IT Analyst II

About the role

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. About Alpha Inc. We're not just another company, and we're definitely not running IT like one. Alpha Inc. is a Hawaiʻi-grown leader in heavy civil construction, energy, and infrastructure. Everything we build matters and that means everything that supports it (including IT) has to perform. We operate by three non-negotiables: Lead with Heart - Respect people. Always. Strength in Unity - No silos. No egos. Just results. Alpha Mentality - Own it. Improve it. Finish it. If those don't resonate, this won't be your place. What You'll Actually Do Own Tier 2 Like a Pro You're not just "handling escalations", you're closing the gap . 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 Run Point on Application Support You keep the tools running so the business keeps moving. 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 Control Access, Devices & Identity Security and access aren't afterthoughts, they're your standard. 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 Make Onboarding Not Suck You ensure Day 1 actually works. 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 Fix the System, Not Just the Ticket You don't just work in the system, you improve it. 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 Operate with Security & Awareness You're part of the frontline defense. 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 What You Bring Baseline 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 You'll Stand Out If You Have 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 What Success Looks Like Tier 2 issues don't bounce; they get solved Escalations are clean, fast, and respected by Tier 3 Repeat problems become documented solutions Onboarding/offboarding runs without friction Users trust IT because you deliver; consistently The system improves because you're in it Benefits & Perks Alpha Inc. offers a competitive benefits package designed to support you and your family, including: - 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

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Additional Information

IT Analyst II (Tier 2 Operator) Location: Maui HQ (Onsite) Department: IT Reports to: IT Director Employment Type: Full-Time Compensation: $72,000 - $85,000

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