Support Analyst I / II — IT Help Desk / Service Desk

Support Analyst I / II — IT Service Desk Indevtech Incorporated | Honolulu, HI | Full-time | In-Office

Salary: $50,000 – $80,000 annually (placed at Level I or II based on experience)

About the Role:
We're hiring a Support Analyst to join Indevtech's Service Delivery team. Depending on your experience and qualifications, you'll be placed at Level I or Level II — and we'll tell you which during the interview process, not after.

Both levels provide technical support to our professional clients across Hawaii — law firms, accounting firms, engineering firms, and other organizations that treat technology as critical infrastructure. The difference is scope: Level I handles frontline support and triage. Level II handles escalations, mentors Level I teammates, and works across more complex infrastructure.

This isn't a ticket mill. Our clients know us by name. You will too.

What You'll Do (Both Levels):

• Provide remote and occasional onsite technical support to professional services clients
• Handle inbound support requests via phone and email — create, triage, and prioritize service tickets
• Troubleshoot and resolve issues with desktops, laptops, printers, Microsoft 365, Windows OS, and standard business applications
• Document all work in real time within our ticketing system with accurate time entries and status updates
• Maintain clear communication with clients and internal teams throughout the support process
• Meet or exceed service level objectives for response times, resolutions, CSAT/NPS scores, and ticket closure
• Contribute to knowledge base articles and runbook documentation
• Participate in daily standups and team collaboration
• Support incident response plans when needed
• Assist with project work as required
• Participate in on-call rotation

Additional Responsibilities at Level II:

• Act as a technical escalation point for Level I team members
• Troubleshoot more advanced issues involving networking, server platforms, mobile devices, and cloud services
• Peer-review knowledge base articles and runbooks
• Provide overflow support for phones and email triage as needed

What We're Looking For:

Level I — Required:

• Excellent communication and customer service skills
• Ability to thrive in a fast-paced, team-oriented environment
• Solid working knowledge of Microsoft 365, Windows OS, and networking fundamentals
• Basic understanding of IT security and remote support tools
• CompTIA A+ and Security+ certifications required within 120 days of hire

Level I — Preferred:

• 2+ years of service desk/help desk experience (MSP experience a plus)
• CompTIA Network+ or Microsoft MS-900
• Experience with RMM/PSA tools (ConnectWise, AutoTask, etc.)

Level II — Required:

• Excellent communication and customer service skills
• Demonstrated ability to handle technical escalations and customer interactions with minimal oversight
• Strong working knowledge of endpoint security concepts, MFA, email security, and common threat vectors in SMB environments
• Proficient in on-prem, hybrid, and cloud infrastructure including Active Directory, GPOs, Microsoft 365 administration, Exchange Online, SharePoint, and Teams configuration
• CompTIA A+ and Security+ certifications required within 90 days of hire (note: Level II accelerates these from the Level I timeline)
• CompTIA Network+ certification required within 120 days of hire

Level II — Preferred:

• 3+ years of IT support experience with demonstrated Tier II capability (MSP experience strongly preferred)
• Microsoft AZ-900, MS-900, SC-300, or MD-102
• Experience supporting backup, endpoint protection, and cloud-based infrastructure solutions

Work Schedule & Environment:

• Monday – Friday, choose from three shifts: 7am–4pm, 8am–5pm, or 9am–6pm (one hour lunch)
• Primarily in-office with occasional client site visits
• Some after-hours work may be required
• Reliable personal vehicle needed for job-related travel

Physical Requirements:

• Ability to lift and carry up to 75 pounds
• Comfortable with stooping, bending, kneeling, reaching, and climbing stairs
• Ability to walk extended distances and perform equipment installations

Why Indevtech:

We're a Hawaii-based managed service provider with 25 years of serving Hawaii's professional services community — law firms, accounting firms, engineering firms, and other organizations that depend on technology to run their business.

Working here means joining a team that values excellence without ego. We're builders, fixers, and problem-solvers committed to professional growth and technical excellence.

You'll be part of a company that:

• Was the only Hawaii company named to Inc. Magazine's 2025 Best Workplaces — and we're just getting started
• Made Inc. Magazine's Inc. 5000 list of Fastest Growing Companies in 2025
• Celebrates success and learns from failure
• Encourages autonomy, curiosity, and continuous learning
• Invests in its people, tools, and processes
• Is actively investing in AI-driven service delivery and next-generation tools — you'll work with technology that's ahead of the curve, not behind it
• Is growing steadily with strong leadership and clear vision

To Apply: Submit your resume and tell us why you're interested in building your IT career with Indevtech — and whether you see yourself at Level I or Level II. Either way, we want to talk.

Indevtech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Benefits:

• 401(k) with matching
• Health, dental, and vision insurance
• Life insurance
• Employee assistance program
• Paid time off
• Professional development assistance
• Referral program

Application Question: Do you currently reside on the island of Oahu? (Must be on Oahu to be considered for employment.)

Work Location: In person

Pay: $50,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Application Question(s):

• Do you currently reside on the island of Oahu? (This role is only open to Oahu residents)

Ability to Commute:

• Honolulu, HI 96813 (Required)

Work Location: In person