Technical Soltutions Analyst

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Summary The Technical Solutions Analyst is responsible for providing multi-level support for all Hawaiian Telcom internal customers, with support of, but not limited to workstation OS issues, software/hardware issues, network configurations, security-level access issues, installation/upgrades of external/internal hardware and providing other miscellaneous technical solutions that will require strong critical thinking and analytical skills. The Technical Solutions Analyst will have Domain Admin access to resolve critical issues on a Tier 1 and Tier 2 basis. The Technical Solutions Analyst will support various functions supported by Desktop Engineers, Network Engineers and Operational Support Specialists, while also assisting in key departmental projects by developing and utilizing in-depth knowledge of business processes and systems, while prioritizing and managing multiple simultaneous tasks and projects in a complex business environment. # Essential Duties and Responsibilities: Wt % 1 Technical Service - Create and resolve trouble tickets via phone, e-mail, network interface or internet chat for all HT internal customers - Develop and add to Knowledge Base systems to create self-learning tools. - Initiate/Coordinate escalation procedures to ensure timely resolution of network, application or customer issues. - Monitor, investigate and respond to various Data Center alarms. - Provide escalated, Tier 2 support to various systems integrators and developers. - Responsible for the accurate and safe storage of records. - Adhere consistently to the Companys security policy due to security-level access. 40% 2 Development & Technical Support - Provide technical expertise and consultation on troubleshooting/provisioning processes and new systems development. - Develop and implement process improvement initiatives based on historical trending and common root cause analysis. - Facilitate meetings to review productivity in relation to Business Unit objectives. - Identify opportunities to develop and facilitate training to End Users, department user groups and Systems Integrators as appropriate. - Provide leadership in management of various projects to align departmental objectives with the Companys strategic goals and initiatives. - Manage Companys software/hardware inventory. 35% 3 Compliance - Manage employee on-boarding and separations processes, ensuring compliancy to SOX requirements. - Administer patching of key Windows environments across multi-generation platforms. - Support Desktop Engineering, Operational Support Specialists, Voice/Data and Network Engineering partners. 25% Qualifications Education and/or Experience: - Bachelors degree in Engineering, Information Technology, Computer Science; or four (4) years equivalent work in a related field. - MCP, MCDST, MCTS, MCSE or A+ Certified preferred. Work experience: - Three (3) years of experience in an internal IT Help Desk/Operations Center, Desktop Services and Support capacity or other technical experience in a related field preferred. - Demonstrated working knowledge in MS suite of services (Word, Outlook, Excel, Visio, Project, Access & PowerPoint). - Working knowledge of various ticketing systems (i.e. PeopleSoft CRM Support, Remedy, FootPrints, OVSD, etc.) preferred. - Ability to provide support of an operational environment while completing assigned tasks and projects within pre-determined targets. - Ability to effectively communicate, both verbal and written. Demonstrated experience presenting and speaking publicly. - Business leadership and management ability. Certificates and/or Licenses: - Must possess a valid Hawaii State Drivers License. - Able to qualify for D. O. D. security clearance. - Microsoft and A+ certifications preferred. Computer Skills: Technical experience in the following areas preferred: - CPE: routers, switches, modems, computers, business networking and/or basic firewall. - LAN/WAN expertise: TCP/IP protocols, LAN/WAN networking, DNS, DHCP, SMTP, VoIP, IP sniffers and protocol analyzers. - Microsoft Office Applications: Word, Outlook, Excel, Visio, Access & PowerPoint. - Microsoft Operating Systems: Windows 8, Windows 7 & Windows XP. - Troubleshooting and problem isolation of hardware such as desktops, laptops and printers. - Disk imaging. Work Conditions - Support of 24x7 operations. Normal daytime tour of duty; occasional scheduled night, holiday and weekend work. - Work may be performed in an enclosed area lacking windows. - May require late hours and weekends to complete assignments and projects. - Indoor work - Exposed to indoor conditions, dust, noise, dirt, heat, various lighting conditions, etc. - May require occasional travel.
  • 1
  • Negotiable
  • None
  • None
  • Re-105013
  • Permanent
  • 4

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