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

• Focus on internal and external customer needs
• Develop understanding of business processes being supported by assigned system(s)
• Support the organization’s project management policy, practice and methodology
• Provide timely and accurate progress information to project status reports
• Provide performance metrics on operations and support activities
• Completes tasks under direction
• Analyze and resolve operational problems of simple to medium complexity
• Research and recommend alternative actions for problem resolution
• Employ productivity aids in all aspects of assignments
• Analyze and design solutions for simple to medium complexity technology problems according to user specifications and assist in developing detail program specifications
• Assist in evaluating and recommending emerging technologies
• Comply with project management methodology requirements as appropriate
• Participate in system and acceptance testing
• Test and implement system components using techniques that preserve system integrity
• Responsible for immediate response to production program problems
• Participate in fiscal management and cost estimate development
• Other duties as assigned

Minimum Requirements

• 2-year technical degree (in lieu of degree – 2 years of professional experience in an IT environment)
• Ability to receive instruction from more senior members of the team
• Ability to learn core business processes and how technology is used to support them
• 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 support and operations practice, concepts, and technology obtained through formal training and/or work experience
• Basic knowledge technical/business environment
• Demonstrated operations aptitude and ability for logical thinking
• Excellent partnering, communication, and negotiation skills to interact effectively with business customers and technology development and support groups
• Ability, within a specific technology area and under direction, complete root-cause analysis, design solutions, perform testing, provide documentation, and implement small development projects or components of large projects
• Ability to work effectively in a strong customer service/team oriented environment

**Hawaiian Airlines is regulated by the Department of Transportation (DOT - regulation, 49 CFR part 40) and all applicants are advised that post-offer and/or pre-employment drug testing will be conducted to determine the presence of Marijuana, Cocaine, Opioids, PCP (Phencyclidine), and Amphetamine prior to any offer of employment or transfer into a safety-sensitive position. 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

• Experience in enterprise client management using SCCM and MDM tools or similar – VMWare Workspace One UEM, SOTI, Apple Business Manager
• Experience in Mac OS, Windows OS, iOS, and Android operating systems, native applications, peripherals, troubleshooting, and problem solving
• Experience with multiple areas of systems, computers and help desk operations in Information Technology
• Basic understanding of infrastructure and monitoring
• Experience in support and operations practices, concepts, and technology obtained through formal training and work experience
• Understanding of disaster recovery/business continuity concepts
• Excellent partnering, communication, and negotiation skills to interact effectively with business customers and 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)