Operations Specialist, IT - End User Services

This opening is more than 206 days old and is very likely already filled.

Description

At Hawaiian Airlines, we are all about welcoming our guests with Hawaiian hospitality and aloha, and taking care of our people, our home and the communities we serve. Join our ‘ohana and be a part of an exciting team of professionals dedicated to serving our kama‘āina and introducing our islands to the world!

Position Overview

The Operations family houses all the specialists that monitor, change, support, and handle day-to-day activities required to Run the existing IT systems within the company. This family is exclusive to the Run world.

***As part of a 24x7 operation, this position will primarily support the following shift: 3:30AM HST – 12:30PM HST***

Key Responsibilities

Analyze, design and program viable solutions for medium complexity technology problems related to end point devices (client workstations/laptops, peripherals, airport kiosks, gate readers, etc.) and support activities
Analyze and resolve operational and production problems of medium complexity, including MS office OS, MS office client applications, Kiosk hardware, and client peripherals.
Provide remote and hands on troubleshooting steps with customer.
researching and recommending alternative actions for problem resolution and taking timely action
Proactively monitor system performance and recommend operational improvements through an understanding of operating processes used for systems and an understanding of how technology works together
Identify process or system enhancements for business customers
Evaluate and recommend emerging technologies
Work with engineering teams in support of solutions that utilize enterprise monitoring/logging, are “self-healing” and require minimal to zero maintenance
Validate and/or test systems monitoring & logging required as acceptance into Operations and participate and engage with the appropriate matrix areas for Information Security
Document and communicate assigned work, progress and issues to immediate project team, and management
Provide timely and accurate progress information to project reports, incidents, problems and request tickets.
Support the organization’s project management policy, practice and methodology
Maintain focus on internal and external customer needs
Ensure clear and concise communication between the business facing IT organizations and Systems Operations groups Develop cost analysis estimates
Maintain and recommend improvements to client management software and hardware.
Adhere to and ensure process documents and runbooks are followed and up to date
Other duties as assigned

Requirements

Minimum Requirements

Bachelor’s degree or equivalent combination of work experience and education
3 years’ work experience in MS windows client management
3 years’ work experience in client end applications, client hardware including peripherals and Windows troubleshooting and problem solving.
Proficient in the required desktop technologies such as Windows, MS office, SCCM, MDM
Ability, within a specific technology area, to independently complete root-cause analysis, design solutions, write code, perform testing, provide documentation, and implement medium size development projects or major components of large projects
Basic knowledge technical/business environment
Understanding of the core business processes involved in IT systems
Ability to work effectively and inclusively in a strong customer service/team-oriented environment, treating all team members with respect and helping to create a positive and continuously improving work environment
Ability to manage projects using the organization’s project management methodology and lead small-to-medium projects of low-to-moderate risk and low-to-moderate complexity
Complete tasks with minimal direction
Ability to review the technical work of less senior technical members
Good analytical oral communication and written communication skills
Must be able to work a flexible schedule to include weekends and holidays to support a 24x7 operation or on days-off for shift coverage
May be required to respond to high priority issues or events outside of normal shifts or days-off

Preferred Qualifications

Experienced with multiple areas of systems and computer operations
Proficient knowledge of infrastructure, monitoring and Help Desk operations
Proficient knowledge of support and operations practice, concepts, and technology obtained through formal training and work experience
Proficient knowledge of technical/business environment
Excellent partnering, communication, and negotiation skills to gather business customer requirements and communicate effectively with technology development and support groups

About Hawaiian Airlines

Hawaiian® has led all U.S. carriers in on-time performance for each of the past 15 years (2004-2018) as reported by the U.S. Department of Transportation. Consumer surveys by Condé Nast Traveler , Travel + Leisure and TripAdvisor have placed Hawaiian among the top of all domestic airlines serving Hawai‘i.

Now in its 91st year of continuous service, Hawaiian is Hawaii’s biggest and longest-serving airline. Hawaiian offers nonstop service to Hawai‘i from more U.S. gateway cities (13) than any other airline, along with service from Japan, South Korea, Australia, New Zealand, American Samoa and Tahiti. Hawaiian also provides, on average, more than 170 jet flights daily between the Hawaiian Islands, and over 260 daily flights system-wide.

Hawaiian Airlines, Inc. is a subsidiary of Hawaiian Holdings, Inc. (NASDAQ: HA). Additional information is available at HawaiianAirlines.com . Follow Hawaiian’s Twitter updates ( @HawaiianAir ), become a fan on Facebook ( Hawaiian Airlines ), and follow us on Instagram ( hawaiianairlines ). For career postings and updates, follow Hawaiian’s LinkedIn page.

For media inquiries, please visit Hawaiian Airlines’ online newsroom .