IT Analyst II

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 Alphas senior technical resources. Youll 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 doesnt 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.

Alpha Inc. is a Hawaii-grown company operating across construction drilling energy and infrastructure. Our teams work in offices in the field and everywhere in betweenand 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 doesnt 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 arent wall decorations. Theyre how we expect IT support to show up every day.

Youll 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.

Youll also know when not to cowboy it. Infrastructure architecture complex integrations advanced cybersecurity decisions executive-critical issues and final Tier 3 matters belong with Alphas Senior IT Analyst or IT Engineers. IT Analyst - Tier 2

Youll provide user-facing administration and troubleshooting across platforms such as:

Microsoft 365 Box Jira Confluence Okta / Entra ID UKG NetSuite Asana

Youll handle application tickets licensing checks access requests software installs approved configuration changes and vendor follow-upkeeping the details from becoming roadblocks. IT Analyst - Tier 2

Great IT support starts before an employees first login and continues through their last day.

Youll help own approved account provisioning access changes group memberships password and MFA support onboarding and deprovisioning.

For new hires youll coordinate IT orientation workstation setup device issuance application access and first-day readiness.

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

Alpha isnt a company where everyone sits behind the same desk.

Youll 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 worldnot just the perfect conditions of a test lab. IT Analyst - Tier 2

An A Player doesnt hoard fixes in their head.

Youll 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

Youll apply sound cybersecurity practices in your everyday work including MFA phishing awareness endpoint protection appropriate data handling least-privilege access and secure password practices.

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

We arent 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 historynot 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.

Thats the standard.

This isnt an entry-level helpdesk role. Were 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 fieldor an equivalent combination of education training and relevant experienceplus 35 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 administrationincluding Okta and/or Microsoft Entra ID SSO MFA groups permissions onboarding and offboarding workflowsand youve 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 isnt 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

Because Alphas 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 drivers 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

Because IT here isnt sitting on the sidelines.

Youre supporting the people building drilling powering coordinating and delivering work across Hawaii. When technology works better Alpha works better.

Youll 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.

Were looking for someone who wants that ownershipnot 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 lifes challengespersonal or professionalby connecting you to guidance resources and solutions when you need them most.

Benefits eligibility may vary based on role and employment status.

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 Hawaii and federal law.
Passing a drug test (for both full-time and part-time hires) conducted in line with Hawaii 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 .

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 Hawaii 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 systemand every teammatebetter than you found them.