Na Ali'i is looking for an IT Specialist II to apply their expertise in IT systems and applications, enhancing the efficiency and effectiveness of Nakupuna Companies employees through Tier I - III support. This role also contributes to the design and implementation of innovative IT solutions to complex challenges. Additionally, the specialist serves as a mentor and trains Junior IT Specialists, providing guidance, technical expertise, and hands-on training to develop their skills and ensure high-quality support across the organization.

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned.  Management may assign additional duties and responsibilities to this job at any time due to reasonable accommodation or other reasons. 

End User Support:

• Provide technical support for Office 365 Users, including, but not limited to, providing system access and permissions, resetting passwords, and system administration
• Support the resolution of Tier I, II, III service desk / help desk tickets
• Assign new user accounts and email addresses in Active Directory/Office 365/Exchange
• Assist in the creation and maintenance of Support team processes and procedures
• Provide help desk reports on reported issues
• Configure end user devices such as workstations, laptop, tablet, and/or phones for end users 

Conference Room and Telephone Support:

• Provide technical support for Microsoft Teams users, including troubleshooting audio/visual issues, meetings, and collaboration features
• Configure, maintain, and support conference room technology such as Teams Rooms, webcams, displays, microphones, speakers, and room control systems
• Assist employees with the scheduling, setup, and use of meeting room equipment to ensure seamless hybrid and in-person meetings
• Troubleshoot issues with teleconferencing tools

Business Applications and Systems Support:

• Provide recommendations and assessment of IT, systems, and architecture.
• Leverage knowledge of IT Architectures to enhance and improve business processes and performance.
• Evaluate emerging and requested technologies, provide support and recommendation on implementation.
• Provide user support and administration of SharePoint Online including first line support for users, train end users on basic functionality, direct users to training material and resources available in the company, recommend and demo technology to business units, error identification, investigation and resolution, edit and customize pages, etc.
• Deliver end-user support for various business applications, ensuring timely issue resolution and optimal system usage.
• Develop and implement automated solutions using Microsoft Graph API and Power Automate to streamline business processes and enhance system functionality.

Skills/Qualifications: Organizational and planning skills, excellent communication, customer service and problem-solving skills, problem analysis, attention to detail and accuracy, solid judgment and decision-making ability, takes initiative and is adaptable and customer oriented. Security +, A+, Net+, MCSA, or other IT certifications preferred. 

Education and Experience:

• Bachelor’s degree is preferred.
• Applicants must be U.S. Citizens. Experience in or prior work with the U.S. military is highly desirable.
• Requires a minimum of three to five (3–5) years of professional experience, or equivalent coursework and/or internships. Candidates should have:

  • Working knowledge of the fundamental operations of relevant software, hardware, and related equipment.

  • Proficiency in Windows PC and printer administration and maintenance, with a strong understanding of Windows operating systems and Microsoft Office suites, including SharePoint Online, Graph API, Power Automate, and Power Apps, as well as foundational network and security concepts.

  • Experience with call tracking systems and best practices in customer service.

  • Relevant experience and training in troubleshooting, providing help desk support, and resolving technical issues for end users.

Physical Requirements: The ideal candidate must at a minimum be able to meet the following physical requirements of the job with or without a reasonable accommodation:

• Ability to perform repetitive motions with the hands, wrists, and fingers.
• Ability to engage in and follow audible communications in emergency situations.
• Ability to sit for prolonged periods at a desk and working on a computer.