IT - Analyst II

Alpha, Inc.; Kahului (HI); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Medical coverage

Paid time off

Holidays

401(k) plan

Tuition reimbursement

Company equipment

Job summary

Alpha Inc. is seeking an IT Analyst – Tier 2 to troubleshoot complex endpoint and software issues, manage escalations, and own user lifecycle from provisioning to deprovisioning.

You’ll document solutions and improve knowledge bases across HQ, field offices, and remote sites. You will support Windows, macOS, iOS, and mobile devices, manage access with Okta/M Entra ID, and collaborate with senior IT staff on cybersecurity and broader IT initiatives.

Qualifications

• Associate degree in Information Technology, Computer Science, or a related field plus 3–5+ years of progressive IT support experience.

Responsibilities

• Be the Tier 2 problem solver for endpoint, software, user access, mobile devices, VPN, Wi‑Fi, printing, and field-office issues.
• Triage to resolution and document troubleshooting for future use.

Skills

3–5+ years IT support

Microsoft 365

Windows/macOS

Okta/Microsoft Entra ID

Education

Associate degree in Information Technology or Computer Science or related field

Tools

Jira Service Management

Confluence

Zendesk

ServiceNow

Job description

• Location 427 Ala Makani Street,Maui, HI, 96732,United States
• Base Pay $75,000.00 - $85,000.00 / Year
• Employee Type FT - Regular (Exempt)

Description

The Opportunity

Some people close tickets. You make sure the problem stays solved.

Alpha Inc. is looking for an IT Analyst – Tier 2 who knows how to troubleshoot beyond the obvious, communicate without the tech-speak, and take ownership when technology gets between our people and the work that needs to get done.

This is the bridge between Tier 1 support and Alpha’s senior technical resources. You’ll tackle the escalations that require more digging, own issues through resolution, strengthen our documentation and support processes, and help keep employees connected and productive across HQ, field offices, and remote and mobile environments. IT Analyst - Tier 2

We need someone who doesn’t just ask, “Did the ticket get closed?”

We want someone who asks, “Why did it happen, how do we prevent it from happening again, and can the next person solve it faster?”

If that sounds like how you already operate, keep reading.

About Alpha Inc.

Alpha Inc. is a Hawai?i-grown company operating across construction, drilling, energy, and infrastructure. Our teams work in offices, in the field, and everywhere in between—and reliable technology is part of what keeps the whole operation moving.

Our culture is built around three values:

Leading with Heart – Support people with humility, empathy, patience, and respect.

Strength in Unity – Technology doesn't operate in a silo. Partner across teams and solve problems together.

Alpha Mentality – Own the issue. Dig deeper. Solve it. Document it. Make it better next time. IT Analyst - Tier 2

For this role, those aren't wall decorations. They're how we expect IT support to show up every day.

What You’ll Own

Be the Tier 2 Problem Solver

You’ll serve as a key escalation resource for endpoint, software, user access, mobile device, VPN, Wi‑Fi, printing, and field-office issues.

Moderately complex tickets are yours from triage to resolution. That means troubleshooting the actual cause, taking the right action, communicating with the user, and leaving behind documentation someone else can use.

You’ll also know when not to cowboy it. Infrastructure architecture, complex integrations, advanced cybersecurity decisions, executive‑critical issues, and final Tier 3 matters belong with Alpha’s Senior IT Analyst or IT Engineers. IT Analyst - Tier 2

Keep Alpha’s Applications Moving

You’ll provide user‑facing administration and troubleshooting across platforms such as:

You’ll handle application tickets, licensing checks, access requests, software installs, approved configuration changes, and vendor follow‑up—keeping the details from becoming roadblocks. IT Analyst - Tier 2

Own the User Lifecycle

Great IT support starts before an employee's first login and continues through their last day.

You’ll help own approved account provisioning, access changes, group memberships, password and MFA support, onboarding, and deprovisioning.

For new hires, you'll coordinate IT orientation, workstation setup, device issuance, application access, and first‑day readiness.

For departing employees, you'll help make sure account disablement, device recovery, access removal, and documentation are handled correctly and completely. IT Analyst - Tier 2

Make the Hardware Work Where the Work Happens

Alpha isn't a company where everyone sits behind the same desk.

You'll configure and troubleshoot Windows, macOS, iOS, and mobile devices and support employees across HQ, field offices, remote locations, and mobile environments.

That means being comfortable solving technology problems in the real world—not just the perfect conditions of a test lab. IT Analyst - Tier 2

Make the IT Team Better

An A Player doesn't hoard fixes in their head.

You'll maintain Jira Service Management or similar ticketing records with accurate categorization and complete notes, while building and improving Confluence and knowledge‑base content covering repeatable troubleshooting, onboarding, access requests, and escalation procedures.

Solve it once. Document it well. Make the whole team faster. IT Analyst - Tier 2

Protect the Business

You'll apply sound cybersecurity practices in your everyday work, including MFA, phishing awareness, endpoint protection, appropriate data handling, least‑privilege access, and secure password practices.

You'll collaborate with vendors, consultants, IT Engineers, and the Senior IT Analyst when service disruptions or technical problems need additional horsepower. IT Analyst - Tier 2

What Success Looks Like

We aren't looking for someone who measures success by how busy the ticket queue feels.

The right person will help Alpha create an IT environment where:

• Users get clear, responsive support and know where their issue stands.
• Tier 2 issues are resolved accurately without unnecessary escalation.
• Tickets contain useful troubleshooting history—not mystery notes.
• New hires have the equipment and access they need when they need it.
• Offboarding and access changes happen completely and securely.
• Repeat problems become documented solutions.
• Escalations arrive at Tier 3 with the right troubleshooting already completed.
• Security practices are part of everyday IT operations, not an afterthought.

That's the standard.

What You Bring

This isn't an entry‑level helpdesk role. We're looking for someone who has already built solid technical instincts and is ready to own more.

You bring an Associate degree in Information Technology, Computer Science, or a related field—or an equivalent combination of education, training, and relevant experience—plus 3–5+ years of progressive IT support, desktop support, service desk, application support, or related technical experience. IT Analyst - Tier 2

You should be able to demonstrate strong troubleshooting capability across Microsoft 365, Windows, macOS, iOS/mobile devices, hardware, software, printers, VPN, Wi‑Fi, and common connectivity issues.

You understand identity and access administration—including Okta and/or Microsoft Entra ID, SSO, MFA, groups, permissions, onboarding, and offboarding workflows—and you've worked with ticketing/documentation platforms such as Jira Service Management, Confluence, Zendesk, ServiceNow, or comparable systems. IT Analyst - Tier 2

Just as important: you can explain technical issues to nontechnical people without making them feel like they should have an IT degree.

You follow through. You protect confidential information. You prioritize intelligently. And when the answer isn't immediately obvious, you know how to investigate.

Experience supporting enterprise applications such as Box, UKG, NetSuite, Asana, HCSS, DocuSign, Adobe Pro, MS Project, or Bluebeam will help you hit the ground running.

Certifications such as CompTIA A+, Network+, Security+, Microsoft 365 Fundamentals or Administrator, ITIL Foundation, or comparable experience are also a plus. IT Analyst - Tier 2

The Practical Stuff

Because Alpha's teams operate beyond a traditional office environment, this position requires the ability to support employees across HQ, field-office, remote, and mobile settings.

The role also requires the ability to drive for company business as needed, maintain a valid driver's license, and lift or move at least 50 pounds of IT equipment. Occasional later or urgent support may also be needed when business‑critical systems or onboarding timelines require it. IT Analyst - Tier 2

Why Alpha?

Because IT here isn't sitting on the sidelines.

You're supporting the people building, drilling, powering, coordinating, and delivering work across Hawai?i. When technology works better, Alpha works better.

You'll have the opportunity to solve meaningful problems, improve systems rather than merely inherit them, and become a trusted technical partner to people across the organization.

We're looking for someone who wants that ownership—not someone waiting to be told what button to click next.

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 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.

Benefits eligibility may vary based on role and employment status.

Requirements

Requirements (Conditions of Employment)

Employment at Alpha Inc. is contingent upon:

• Completion of standard pre‑employment screening.
• Successful completion of a background check conducted after a conditional offer; any prior issues will be reviewed on a case‑by‑case basis consistent with Hawai?i and federal law.
• Passing a drug test (for both full‑time and part‑time hires) conducted in line with Hawai?i statutory requirements.

Applicants must be authorized to work in the United States; we are unable to sponsor employment visas. Employment eligibility will be verified upon hire.

If you need a reasonable accommodation during the application or hiring process, please contact us at [e-mail] .

Equal Opportunity Employer

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, and we provide equal opportunity in all employment practices, including recruitment, hiring, promotion, compensation, benefits, and training.

Bring the technical chops, own the problem, and leave every system—and every teammate—better than you found them.