Senior IT Analyst (Tier 3 Service Desk)

Senior IT Analyst (Tier 3 Service Desk)

Location: Maui, Hawaii
Reports to: Director of IT
Employment Type: Full-Time, Exempt
Department: Information Technology
Compensation: $90,000 - $95,000

 

The Opportunity

This is not a password-reset job. This is not a ticket-closer role.

 

This is a Tier 3, final-escalation, systems-thinking, accountability-driven role for someone who takes ownership when the stakes are high and ambiguity is real.

 

At Alpha Inc., the Senior IT Analyst is the person others call when the problem doesn’t fit the playbook — when systems collide, controls matter, executives are impacted, and “good enough” is not an option.

 

You’ll operate at the intersection of technology, compliance, automation, and people, ensuring IT services are reliable, auditable, secure, and actually usable. You’ll partner closely with System Admins and Security teams, serve as white-glove support for executive leadership, and help build the operational backbone that allows Alpha to scale across Hawaiʻi.

 

If you’re wired to own outcomes, not just tasks — keep reading.

 

About Alpha Inc.

Founded and grown in Hawaiʻi, Alpha Inc. is a locally owned leader in heavy civil construction, renewable energy, concrete services, drilling, and infrastructure solutions. We build projects that serve island communities for generations — and we take just as much pride in how we operate as what we build.

 

Our culture is grounded in three core values:

• Lead with Heart – Respect, humility, and care for people come first.
• Strength in Unity – One team, many talents; no silos, no egos.
• Alpha Mentality – Grit, accountability, and a relentless drive to get better.

 

This role is critical to protecting those values through strong systems, secure access, and operational excellence.

 

What You Will Do

As a Senior IT Analyst (Tier 3), you are the last line of defense and the architect behind better systems.

 

Tier 3 Escalation & Technical Ownership

• 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

Executive & High-Impact Support

• 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

Identity, Access & Compliance

• 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

Workflow, Automation & Systems Improvement

• 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

Leadership Without the Title

• 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

 

What You