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

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

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, * Ability to lift and carry up to 50 pounds, with or without reasonable accomodation
• Comfortable with stooping, bending, kneeling, reaching, and climbing stairs
• Ability to walk extended distances and perform equipment installations

Pulled from the full job description

• Referral program
• Professional development assistance
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance, Salary: $55,000 - $70,000 annually (placed at Level I or II based on experience), * 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, * 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: $55,000.00 - $70,000.00 per year, * 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)
• This role includes a short online work sample (about 15 minutes) that you’ll complete after applying. Are you willing to complete it?

We’re a Hawaii-based managed service provider with over 25 years of serving Hawaii’s professional services community - law firms, accounting firms, engineering firms, some of Hawaii’s most beloved flagship brands, 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 Best Workplaces two years running - 2025 and 2026 - including recognition on the Editor’s List in 2026
• Made Inc. Magazine’s Inc. 5000 list of Fastest Growing Companies in 2025 and 2026
• Celebrates success and learns from failure
• Encourages autonomy, curiosity, and continuous learning
• Invests in its people, tools, and processes
• Is building AI into how it actually deliver service - not as a demo, but as part of the daily workflow. Our technicians work alongside an AI assistant on real tickets, and getting good at that is part of getting good at this job. You’ll see that in our hiring process too.
• Is growing steadily with strong leadership and clear vision

About our process: Every applicant completes a short online work sample - a real support ticket from our queue, anonymized, that you work through the way you would on the job. About 15 minutes, on your own schedule. You’ll have an AI assistant available throughout, because that’s how our team works.

Solving it isn’t the point. Most people don’t get all the way there, and that’s expected. We’re reading how you approach a problem you haven’t seen before. You don’t need prior managed-services experience to do well.

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.