Systems analyst, client services

Hawai‘i Pacific University is designated as an Alaskan Native and Native Hawaiian (ANNH) Serving Institution by the US Department of Education. As such, we strive for accurate displays of the Hawaiian language in all our institutional materials. This includes the appropriate use of diacritical marks such as the ‘okina and kahako. Unfortunately, at times external vendors and other third-party technology integrations do not support the use of these characters. Mahalo for your understanding.

Description Job Summary:

This early-career systems engineer supports the Client Services team in the configuration, maintenance, and monitoring of enterprise systems across a mixed computing environment. The role contributes to the daily operations of Software as a Service (SaaS) systems used by the university. The position assists with system performance monitoring, troubleshooting, and documentation. Responsibilities include supporting learning management systems, web conferencing platforms, Adobe tools, and lecture capture systems. Under supervision, this role helps implement solutions, document processes, and support Tier 2 staff through knowledge sharing and cross-training. The position may also assist with scripting and automation to improve system maintenance and operational efficiency. The role supports both local and remote sites (Downtown, Makapu'u, Las Vegas, military bases, etc), including monitoring incoming tickets, responding to users, and helping resolve recurring IT issues. More complex issues are escalated or addressed with guidance.

Location:

This position will be based out of our Pioneer Plaza office but will require visiting other campus sites for client support.

Qualifications:

Minimum Qualifications:

• 1-3 years of work experience working in technical operations and helpdesk environment.
• Strong technical knowledge of hardware, software, networks, and associated administrative consoles.
• Available to work outside regular business hours.
• Project work, including deployments in an eclectic environment.

Desired Qualifications:

• Bachelor‘s degree in Information Systems, Engineering or related field preferred.
• Experience in higher education IT environments preferred.
• Strong knowledge of current network topology, hardware, protocols and standards as well as Security protocols for management of an enterprise level environment.

Other Qualifications:

• Candidates must be legally authorized to work in the United States.
• Visa sponsorship and relocation allowance are not available for this position.
• Must meet training and background check qualifications and comply with the Protection of Minors policy.
• Upon hire, must maintain reliable personal transportation to facilitate travel between to all HPU worksites and other locations as required by the position.
• Exceptional interpersonal and customer service skills.
• Excellent written and oral communications.
• Strong time and priority management skills.
• Strong leadership and mentoring skills.
• Proven ability to conduct analysis, research, make recommendations, and train individuals or groups about complex technical IT related issues in clear, user-focused language.

Key Responsibilities/Essential Job Functions:

1. Provide Systems Support and Engineering (60%):
   • Back-end System Support: Support configuration, deployment, and maintenance of desktop and virtual environments (PC and Mac).
   • Assist with Virtual Desktop Infrastructure setup and support.
   • Manage user provisioning and deprovisioning across supported systems.
   • Support mobile device management platforms (Jamf and Intune).
   • Monitor system performance and troubleshoot issues across supported platforms.
   • Partner with enterprise applications and infrastructure teams to resolve issues, including identity and access concerns.
   • Documentation and Process Management: Create and maintain technical documentation and standard operating procedures.
   • Develop user-facing guides for common systems and processes.
   • Ensure documentation aligns with HPU standards and remains current.
   • Software version control and compliance.
   • Assist with software version control and compliance, including supporting refresh cycles, verifying compatibility of updates, and helping research and implement practical solutions through configuration or basic scripting.
   • Hardware ordering, inventory, control.
   • Support hardware lifecycle management, including procurement, inventory control, and refresh planning.
   • Ensure compatibility of hardware and software across supported environments.
   • Conduct research to support unique departmental configurations and resolve complex hardware and system issues, including manufacturer documentation inconsistencies.
2. Serve as the Support Point-of-Contact for Assigned Systems (25%):
   • Support the creation of and ensure adherence to internal day-to-day standard operating procedures, adjusting as necessary, including a training script for Tier 2 turnover.
   • Continue to update the knowledge base content.
   • Support the implementation of request handling and escalation policies and procedures.
   • Document and cross-train team members when in Las Vegas/ Oahu campuses.
   • Support environment-specific projects and technology refreshes.
3. Provide Training and Team Support as an Operational Instructor (10%):
   • Enforce request handling and escalation policies and procedures.
   • Assist with oversight of student workers assigned to helpdesk.
   • Follow up/resolve/escalate all alerts (service level agreement violations, print management environment, etc).
4. Performs other projects and related duties as assigned. (5%):
   • Actively participates as an effective member of team by completing assigned duties, accepting additional assignments or reassignments.
   • Assists with seasonal peaks.

This description is not designed to list all activities, duties or responsibilities which may be required for this job. Other duties, responsibilities and activities may be assigned at any time.

Hawaii Pacific University is an Equal Opportunity Employer committed to fostering a diverse, equitable environment in which faculty and staff can excel irrespective of race, color, national origin, sex, disability, age, genetic information, sexual orientation, gender identity/expression, marital status, or any other protected class covered by state and federal law. Hawaii Pacific University encourages applications from veterans and individuals with disabilities. A pre-employment background investigation is performed on candidates selected for employment. We are committed to providing equal employment opportunities to all applicants, including individuals with disabilities. In accordance with the Americans with Disabilities Act (ADA), reasonable accommodations are available throughout the application and hiring process. If you require an accommodation, please contact hr@hpu.edu to request assistance.