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Associate Operations Specialist, IT - End User Services

at Hawaiian Airlines

Posted: 10/1/2019
Job Reference #: *90380CEE378C6AC4

Job Description

Requisition Number

Post Date

Associate Operations Specialist, IT - End User Services

Information Technology




Part-Time Weekend


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:12:00PM HST – 9:00PM HST***

Key Responsibilities

  • Analyze and design solutions for simple to 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 low-to-medium complexity, including MS office OS, MS office client applications, Kiosk hardware, and client peripherals
  • Provide remote and hands on troubleshooting steps with customer
  • Develop an understanding of business processes being supported by assigned system
  • Provide performance metrics on operations and support activities
  • Assist in evaluating and recommending emerging technologies
  • Participate in system and acceptance testing
  • Test and implement system components using techniques that preserve system integrity
  • Provide timely and accurate progress information to project reports, incidents, problems and request tickets
  • Adhere to and update process documents and runbooks
  • Support the organization’s project management policy, practice and methodology
  • Maintain focus on internal and external customer needs
  • Participate in fiscal management and cost estimate development
  • Other duties as assigned


Minimum Requirements

  • 2-year technical degree or equivalent combination of work experience and education
  • Basic knowledge of the required desktop technologies such as Windows, MS office, SCCM, MDM
  • Ability, within a specific technology area and under direction, to complete root-cause analysis, design solutions, perform testing, provide documentation, and implement small projects or components of large projects
  • Ability to independently research, practice, and learn support functions such as help desk operations and monitoring consoles
  • Ability to comprehend run-books or other knowledge base information regarding systems and technologies running the business
  • Basic knowledge of a technical/business environment
  • Ability to learn core business processes and how technology is used to support them
  • 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 receive instruction from more senior members of the team and complete tasks under direction
  • 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 off normal shifts or days off

Preferred Qualifications

  • 2 years’ work experience in Information Technology
  • 2 years’ work experience in MS windows enterprise client management using SCCM and MDM tools or similar
  • 2 years’ work experience in client end applications, client hardware including peripherals and Windows troubleshooting and problem solving
  • Basic understanding of data center operations, and help desk procedures
  • Understanding of disaster recovery/business continuity concepts
  • Understanding of Enterprise Architecture Standards and their application
  • Basic knowledge of support and operations practice, concepts, and technology obtained through formal training and/or work experience
  • Excellent partnering, communication, and negotiation skills to interact effectively with business customers and 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 byCondé Nast Traveler, Travel + Leisure and TripAdvisor have placed Hawaiian among the top of all domestic airlines serving Hawai‘i.

Now in its 90th year of continuous service, Hawaiian is Hawaii’s biggest and longest-serving airline. Hawaiian offers non-stop 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 atHawaiianAirlines.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’sLinkedIn page.

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