Technical Operations Level 2 - Remote Eligible

Technical Operations Level 2

Come join our 'Ohana! Honu Services located in Kailua, Hawaii was founded on a simple principle: With the right support you can build anything. Our mission is to empower clients and optimize client potential through cost effective and exceptional operational support. We provide small businesses within the government contracting industry with specialized operational support services found at major corporations. Our talented and dedicated team has years of experience in taking small businesses to the next level. We are certified in ISO 9001, 20000-1, and 27001 standards to ensure the quality and consistency of our services are best in class. Visit Honu Services for more information.

Job Description and Responsibilities

The Technical Operations Level 2 role provides mid-level technical support, ensuring the smooth operation, maintenance, and optimization of IT systems, infrastructure, and applications. This position is responsible for troubleshooting complex issues, coordinating with other teams for resolution, and contributing to projects related to system upgrades, migrations, and integrations. The ideal candidate has a proactive approach to problem-solving and demonstrates expertise in IT service management.

Responsibilities include:

• Incident Management - Resolve escalated technical issues from Level 1 support within defined SLAs.
• Document and track all incidents and resolutions in the ticketing system.
• Conduct root cause analysis for recurring problems and implement corrective actions.
• Service Desk Operations: Serve as a point of contact for advanced troubleshooting of hardware, software, and network-related issues.
• Collaborate with vendors and third-party providers for complex issue resolution.
• System and Application Support: Monitor and maintain IT systems, including servers, networks, and applications.
• Perform scheduled maintenance, patches, and updates to ensure systems are secure and compliant.
• Assist in the deployment of new technologies and applications.
• Asset Management: Manage hardware and software inventory, ensuring compliance with licensing requirements.
• Oversee the lifecycle of IT assets, including provisioning, decommissioning, and disposal.
• Documentation and Reporting: Maintain accurate and up-to-date technical documentation, including SOPs and Knowledge Base articles.
• Provide performance metrics and reports to management, highlighting key trends and potential risks.
• Projects and Continuous Improvement: Participate in IT projects, such as system migrations, upgrades, and implementations.
• Recommend and implement improvements to existing processes to enhance efficiency and reliability.
• Security and Compliance: Support IT security initiatives, including vulnerability assessments, monitoring, and remediation.
• Ensure adherence to company policies, industry standards, and regulatory compliance.

Requirements

Bachelor's degree in Information Technology or a related field or minimum of 5-7 years of experience in IT support or technical operations roles. CompTIA A+, Network+, or Security+ (or within 180 days of hire) Hands-on experience with IT Service Management Tools (ServiceNow preferred) Strong knowledge of enterprise IT infrastructure concepts, including Microsoft 365, Windows 11, Azure IaaS/PaaS, VDI, and cloud-based platforms. Experience working with business teams to gather business requirements to build solutions. Familiarity with resource availability and performance monitoring tools such as Azure Monitor, LevelBlue/Alienvault, and Site24x7. Familiarity with SIEM tools such as Azure Sentinel. Microsoft Certifications: Microsoft 365 Fundamentals (MS-900) or Security, Compliance, and Identity Fundamentals (SC-900), Microsoft 365 Certified Endpoint Administrator Associate (MD-102) ITIL v4

Physical Requirements

Work may involve sitting or standing for extended periods of time. Position may require typing and reading from a computer screen. Must have enough mobility, including but not limited to bending, reaching, and kneeling to complete daily duties in a timely and efficient manner. May include lifting weigh up to thirty (30) pounds, as necessary.

Location/Work Schedule

This is a remote work-from-home position. While the role offers flexibility, the Technical Operations Level 2 is expected to be available during standard business hours and maintain a dedicated workspace. Occasionally, this position may require support outside of regular hours, including early mornings or evenings, to meet critical deadlines or business needs.

Salary Range

$80,000- $120,000

Benefits

100% employee paid Medical, Dental, and Vision insurance 401(k) Retirement Plan with Company Match and Roth IRA option Employer Paid Life Insurance and AD&D, Short-Term and Long-Term Disability Flexible Spending Accounts Professional Development Opportunities Paid Time Off and Holidays Various Employee Perks and Discounts

Honu Services reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Functions and qualifications may vary depending on business needs. Honu Services is an equal opportunity employer and does not discriminate against applicants based on race, color, creed, religion, medical condition, legally protected genetic information, national origin, sex (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status or legally protected characteristics.