Operations Specialist

Honolulu, HI

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!

The Operations Specialist is a crucial IT Field Services team member, primarily supporting corporate offices while occasionally assisting other locations. This role analyzes, designs, and implements solutions for medium-complexity technology problems, focusing on end-point devices, Windows OS, and MS Office applications.

The specialist provides timely and professional support through remote and hands-on troubleshooting, proactive system performance monitoring, and improvement recommendations. Key responsibilities include facilitating office equipment setups, working with engineering teams on computer management solutions, and assisting with various technical tasks to maintain and secure the IT environment.

This position encompasses a range of technical activities, including software application packaging and deployment, monthly Windows security patching, addressing security vulnerabilities, and maintaining Windows images. Additional duties involve maintaining client management software and hardware, updating documentation, and managing inventory.

The ideal candidate must demonstrate a solid commitment to user success, possess outstanding prioritization, analytical, and problem-solving skills, and have strong communication abilities. Delivering prompt and professional customer service is a vital aspect of this role, as is the ability to work independently and as part of a team while adhering to established IT processes and policies.

Key Responsibilities

Analyzes, designs, and implements solutions for medium-complexity technology problems related to Windows OS end-point device hardware, Microsoft Office client applications, and printing solutions.
Provides timely, professional support within SLAs, including emergency support and routine maintenance beyond core business hours.
Troubleshoots and resolves complex end-user computing issues remotely and hands-on while recommending and implementing corrective actions.
Manages the lifecycle of end-user hardware and software: installation, configuration, testing, maintenance, and monitoring.
Conducts proactive system performance monitoring of hardware and software, recommending and implementing improvements through an understanding of operating processes used for systems and an understanding of how technology works together.
Performs software application packaging, deployment, and Windows security patching for company endpoint devices.
Creates and maintains images for the enterprise Windows OS environment.
Identifies and implements process or system enhancements to benefit business customers.
Evaluate and recommend emerging technologies relevant to the organization.
Collaborates with engineering teams to support various computer management solutions that utilize enterprise security, device management, monitoring, logging, and troubleshooting.
Validates systems monitoring and logging processes for operational acceptance into Operations. Participates and engages with the appropriate matrix areas for Information Security.
Maintains clear, concise communication with project teams, management, and between IT and business units.
Regularly and timely documents work progress, updates ticketing systems, and prepares reports as required.
Supports and adheres to organizational project management methodologies, process documentation, and policies.
Consistently follows established procedures and contributes to improving IT processes, policies, and procedures.
Acts as an escalation point for end-user computing incidents within IT services.
Provide informal training to users on computing devices, software, and related technologies.
Shares knowledge with co-workers and make presentations to technical and non-technical audiences.
Develops and maintains technical documentation and knowledge base articles.
Develop cost analysis estimates for IT initiatives.
Participate in new hardware and software initiatives from research to implementation.
Update and maintain inventory of IT assets, including hardware, software licenses, and supplies.
Assists with Group Policy Object (GPO) management for IT environment security and efficiency.
Researches and upgrades personal skills to stay current with industry best practices and new technologies relevant to the corporate environment.
Professionally engages with employees, vendors, and customers at all organizational levels using strong interpersonal skills.
Other duties as assigned.

Minimum Requirements

Bachelor’s degree or equivalent combination of work experience and education
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 of 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 and written communication skills
Ability to multi-task in a fast-paced work environment
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
Must be able to obtain an SIDA/AOA badge

Hawaiian Airlines is regulated by the Department of Transportation (DOT - regulation, 49 CFR part 40) and all applicants are advised that post-offer and/or pre-employment drug testing will be conducted to determine the presence of Marijuana, Cocaine, Opioids, PCP (Phencyclidine), and Amphetamine prior to any offer of employment or transfer into a safety-sensitive position. Failure to submit to testing or positive indications of drug use will render the applicant ineligible for employment with Hawaiian Airlines and any employment offer will be withdrawn.

In addition to routine employment eligibility verification, U.S.-based airlines must gather information to validate country of citizenship and country of birth. Upon hire, you must provide documentation proving your current country citizenship and birthplace.

Must be legally authorized to work in the United States, for any employer, without sponsorship. Hawaiian Airlines will not sponsor applicants for nonimmigrant or immigrant employment visas or status for this position.

At Hawaiian Airlines, we are dedicated to offering a comprehensive total rewards package that aims to attract, engage, and retain the finest talent in the industry. Our rewards structure is thoughtfully designed to include a competitive base salary coupled with variable compensation opportunities. This balanced approach ensures a fulfilling and lucrative work environment, aligning individual achievements with the broader organizational success.

Please note that the provided salary information serves as a general guideline. Our salary is determined by a candidate's experience and qualifications as well as market and business considerations. The expected pay range is $68,000 - $89,000.

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 practices, 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
Industry Experience

Now in its 95th year of continuous service, Hawaiian is Hawaiʻi's biggest and longest-serving airline. Hawaiian offers approximately 150 daily flights within the Hawaiian Islands, and nonstop flights between Hawaiʻi and 16 U.S. gateway cities – more than any other airline – as well as service connecting Honolulu and American Samoa, Australia, Cook Islands, Japan, New Zealand, South Korea and Tahiti.

Consumer surveys by Condé Nast Traveler and TripAdvisor have placed Hawaiian among the top of all domestic airlines serving Hawaiʻi. The carrier was named Hawaiʻi's best employer by Forbes in 2022 and has topped Travel + Leisure’s World’s Best list as the No. 1 U.S. airline for the past two years. Hawaiian has also led all U.S. carriers in on-time performance for 18 consecutive years (2004-2021) as reported by the U.S. Department of Transportation.

The airline is committed to connecting people with aloha by offering complimentary meals for all guests on transpacific routes and the convenience of no change fees on Main Cabin and Premium Cabin seats. HawaiianMiles members also enjoy flexibility with miles that never expire. As Hawai‘i’s hometown airline, Hawaiian encourages guests to Travel Ponoand experience the islands safely and respectfully.

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

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)