IT Support Analyst

IT Support Analyst Oahu Publications - 3.9 Honolulu, HI Job Details Full-time From $55,000 a year 1 day ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Qualifications Live chat System administration Computer Science Vendor management Phone communication Associate's degree in computer science iOS Equipment troubleshooting Research Windows Network cabling Associate's degree in information technology Access control implementation Networking hardware installation Hardware support Security policy implementation Customer support ticket management WAN Telecommunication mac

OS IT IP

networking Productivity software 1 year Network infrastructure management Cross-functional collaboration Associate's degree Escalation handling Communication skills Technical Proficiency Entry level Cross-functional communication Client interaction via phone calls Information Technology Full Job Description Job Summary The IT Support Analyst provides advanced technical support, system administration, and end-user assistance to ensure the reliable operation of the organization's IT infrastructure. This role combines hands-on troubleshooting with proactive involvement in IT projects, with a focus on improving system reliability, efficiency, and security. Serving as an escalation point for complex technical issues, the analyst collaborates across departments to deliver outstanding service in a fast-paced environment. Responsibilities

• Diagnose and resolve hardware, software, and network issues reported via phone, chat, email, and ticketing systems.
• Consult with end users to identify problems, walk through diagnostic steps, and guide them through troubleshooting processes using remote tools and verbal instruction.
• Install, configure, and maintain networking equipment and infrastructure, including switches, routers, access points, and cabling.
• Implement and enforce IT security practices, protocols, and access controls in accordance with organizational policy.
• Coordinate with software and hardware vendors for repairs, replacements, and warranty service as needed.
• Collaborate with IT team members and cross-functional staff to research, escalate, and resolve complex technical issues.
• Document all work performed—including troubleshooting steps, resolutions, and follow-up actions—clearly and concisely in the ticketing system.
• Stay current with emerging technology trends, tools, and best practices to support continuous improvement.
• Perform additional duties as assigned to support IT operations. Key Competencies
• Strong verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
• Excellent interpersonal and customer service skills with a professional and approachable telephone manner.
• Analytical mindset with strong problem-solving abilities.
• Proficiency with the Microsoft Office Suite and the ability to quickly learn new hardware and software platforms.
• Self-motivated and well-organized, with the ability to work independently and as part of a team.
• Reliable attendance and punctuality. Education & Experience Required
• At least 1 year of experience in a customer-facing technical support role.
• Proficiency with Windows and Apple/iOS operating systems.
• Working knowledge of IT security principles and best practices. Preferred
• Associate's degree in Computer Science, Information Technology, or a related field.
• 1+ years of experience in IT networking (LAN/WAN, TCP/IP, DNS, DHCP).
• 1+ years of experience in telecommunications, VoIP, or telephony systems. Physical Requirements
• Ability to sit, stand, and walk for prolonged periods throughout the workday.
• Must be able to lift up to 50 pounds as needed.

Pay:

From $55,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person