Job Opening: IT Support Specialist and Analyst
Description
Position: IT Support Specialist and Analyst (Permanent)
Location: Downtown Honolulu (Fully in-office role)
Salary: $55,000 – $65,000 annually (depending on experience)
The IT Support Specialist and Analyst provides advanced technical analysis, administration, and end-user support for enterprise systems, applications, and infrastructure components. This role requires independent judgment and discretion in evaluating business and user needs, resolving complex technical issues, and recommending effective technology solutions.
The position serves as a key connection between end users, business stakeholders, and IT teams, ensuring reliable system performance, secure access, and responsive support. The IT Support Specialist and Analyst plays a critical role in maintaining operational continuity, improving user experience, and supporting infrastructure initiatives and continuous improvement efforts.
IT Support & Systems Analysis
- Provide advanced technical support to end users for hardware, software, systems, and applications, including escalation-level troubleshooting
- Analyze, administer, and support enterprise systems and infrastructure in accordance with established policies, standards, and architecture
- Diagnose and resolve complex system, application, and network issues using independent judgment and root cause analysis
- Evaluate system performance, reliability, and capacity, and develop recommendations to improve availability and efficiency
Infrastructure & Operations Support
- Support system upgrades, migrations, patching, and lifecycle management activities, including testing, risk assessment, and impact analysis
- Utilize system monitoring and management tools to identify trends, risks, and opportunities for improvement
- Configure and maintain system access, security permissions, and controls in coordination with IT security requirements
- Assess patching requirements, identify potential conflicts with production systems, test changes, and document outcomes and risks
- Develop, maintain, and interpret technical documentation, procedures, and standards
Business & Technical Collaboration
- Collaborate with business users and stakeholders to analyze operational needs and translate them into practical technical solutions
- Serve as a technical advisor and liaison between users, IT teams, vendors, and management
- Test and validate system changes and enhancements to ensure functionality, usability, and alignment with business requirements
- Provide guidance, training, and clear communication to users on systems and applications
Other Duties
- Apply technical expertise and analytical skills to improve organizational efficiency and service delivery
- Work independently and collaboratively on multiple initiatives requiring prioritization and professional discretion
- Perform other related duties as assigned
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Required Education & Experience
- Bachelor’s degree in Information Systems, Computer Science, or a related field, or equivalent professional experience
- Minimum of four (4) years of professional experience in an enterprise IT environment providing systems support, analysis, and project assistance
- Experience supporting enterprise applications, infrastructure, and monitoring tools
Required Knowledge, Skills & Abilities
- Strong troubleshooting, analytical, and problem-solving skills
- Ability to exercise independent judgment in resolving complex technical and support issues
- Strong written and verbal communication skills, including the ability to explain technical concepts to non-technical users
- Excellent customer service and interpersonal skills
- Ability to manage multiple priorities and work effectively in a collaborative environment