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

The Opportunity

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 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 (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 Hawaiʻi and federal law.
• Passing a drug test (for both full-time and part-time hires) conducted in line with Hawaiʻi 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 [email protected].

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