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!

Position Summary

The IT Field Services Mobile Team supports the mobile end user devices and infrastructure used to manage and monitor the performance of Hawaiian Airline’s mobile fleet in addition to all Apple hardware for the company.

The Field Services 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.

Install, maintain, and troubleshoot a variety of hardware and software. As a member of the Mobile Team, you must demonstrate excellent communications and customer service skills to interact frequently with front-line employees, cross-functional teams, and vendors.

Provide daily onsite support to deploy, maintain and troubleshoot Flight and In-Flight Crew tablets and smartphones in addition to being on a team that primarily supports Apple Mac hardware

Key Responsibilities

• Analyze, design and program viable solutions for medium complexity technology problems related to end point devices
• Analyze and resolve operational and production problems of medium complexity, including Windows OS, MS Office client applications, desktop, laptop, iOS, Android devices
• Provide remote and hands-on troubleshooting steps with research, testing and recommending alternative actions for problem resolution and taking timely action
• Proactively monitor system performance and recommend operational improvements through an understanding of operating processes used for systems and an understanding of how technology works together
• Identify process or system enhancements for business customers
• Evaluate and recommend emerging technologies
• Work with engineering teams in support of Mobile Device Management solutions that utilize enterprise security, device management, monitoring, logging, and troubleshooting
• Validate and/or test systems monitoring, and logging required as acceptance into Operations and participate and engage with the appropriate matrix areas for Information Security
• Document and communicate assigned work, progress and issues to immediate project team, and management
• Provide timely and accurate progress information to project reports, incident, problem, and request tickets
• Support the organization’s project management policies, practices, and methodology
• Maintain focus on internal and external customer needs
• Ensure clear and concise communication between the business facing IT organizations and Field Services groups
• Develop cost analysis estimates
• Maintain and recommend improvements to client management software and hardware
• Adhere to and ensure process documents and runbooks are followed and up to date
• Update and maintain inventory records
• 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

**All applicants are advised that post-offer and/or pre-employment drug testing will be conducted, and they must successfully pass the drug test. 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.

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
• 3 years work experience with iOS, Android, Apple Business Manager and VMWare Airwatch/Workspace One, SOTI
• 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

About Hawaiian Airlines

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

Now in its 93rd year of continuous service, Hawaiian is Hawaiʻi's biggest and longest-serving airline. Hawaiian offers approximately 130 daily flights within the Hawaiian Islands, daily nonstop flights between Hawaiʻi and 15 U.S. gateway cities – more than any other airline – as well as service connecting Honolulu and American Samoa, Australia, Japan, New Zealand, South Korea, and Tahiti.

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 Pono and experience the islands safely and respectfully.

Hawaiian Airlines, Inc. is a subsidiary of Hawaiian Holdings, Inc. (NASDAQ: HA). Additional information is available at HawaiianAirlines.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’s LinkedIn page.

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)