Alpha Inc. Hawaii ยท 1 day ago
Senior IT Analyst (Tier 3 Service Desk)
Maui, Hawaii
Full-time
Onsite
Mid, Senior Level
$90K/yr - $95K/yr
5+ years expAlpha Inc. is a locally owned leader in heavy civil construction and renewable energy. The Senior IT Analyst (Tier 3 Service Desk) role involves troubleshooting complex IT issues, providing high-level support to executive leadership, and ensuring compliance and operational excellence in IT services.
Construction
No H1B
Responsibilities
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
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
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
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
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
Qualification
Required
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
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
Company
Alpha Inc. Hawaii
Alpha Inc.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Jason Stenger
CEO/ President
Jeff Baldwin
Chief Financial Officer
Company data provided by crunchbase