Enterprise Site Support Analyst

About Us

Matson has been the leading ocean shipping and logistics provider throughout the Pacific since 1882. We are the supply chain lifeline for Hawaii, Alaska, Guam, and islands of the South Pacific. We also offer the top two ocean shipping services in the world’s largest trade lane - Asia to the U.S. West Coast. With our subsidiaries Matson Terminals and Matson Logistics, our business focus is exceeding customer expectations with quality, reliability, and integrity.

We strive to operate in an environmentally sustainable manner and promote land-based environmental programs in Hawaii, Guam, and Alaska. We help improve the communities in which we work and live through our community giving program that annually supports hundreds of local organizations. And we work to improve diversity, equity and inclusion in our company, communities and industry through an active social equity program.

Matson is a great place to work, and everyone who works with us becomes part of the Matson ohana or family. Join our team and help us move freight better than anyone.

Learn more at matson.com.

About the Role

The Enterprise Site Support Analyst is a member of the Enterprise Site Support (ESS) team within IT Operations. The incumbent will interact with all levels of users in the company, including senior executives. He or she performs troubleshooting duties on hardware, software, and data network problems for individual users; installs, repairs, and provides preventive maintenance of personal computer and related systems; completes required logs and reports of maintenance activities; provides training and technical assistance to users on hardware and software applications; performs hardware and software moves, adds, and changes; learns LAN design and configuration concepts and participates in the   analysis and resolution of network problems and malfunctions; participates in the design, testing, implementation, and maintenance of PC/LAN systems. He or she must have the ability to work well under pressure in a rapidly changing environment with some supervision and guidance from the supervisor. He or she is responsible for adhering to Matson’s IT site standards and would participate in incorporating industry best practices into site support operations.

What you’ll do:

• Support site equipment such as, but not limited to, Local Area Networks, voice and data communications, site hardware and software and site infrastructure.
• Directly or indirectly assist other groups in IT services to help them complete their specific tasks.
• Maintain high levels of internal customer satisfaction with utmost respect and dedication.
• Meet or exceed mutually established key objectives.
• Maintain high level of standards in interpersonal skills such as verbal and written communications.
• Maintain high level of technical skills and strive to expand on technical knowledge through self-education or company provided education.
• Follow and enforce IT corporate standards and policies.

You have these skills:

• Experience in setup, configuration, troubleshooting of desktop hardware and software (Windows is required, Mac OS is a plus).
• Experience with Windows desktops and laptops in a networked environment.
• Knowledge of Microsoft Office 365, cloud-based applications; ex., OneDrive, SharePoint, etc.
• Knowledge of TCP/IP networking, and related network services (i.e., DNS, SMTP, DHCP, etc.).
• Knowledge of Active Directory concepts and support.
• Experience supporting a variety of Wi-Fi-enabled devices.
• Experience supporting remote users and able to work effectively in a high-stress, fast-paced environment.
• Excellent problem solving and communications skills, especially over the telephone.
• Good interpersonal skills, highly energetic and attention to customer service.
• Must have at least three years of experience support local area networks, preferably Windows NOS and high-performance servers.
• Must have at least three years of experience with various desktop operating systems, Microsoft Office 365 under Windows 10 O/S is required. W11 experience is a plus.
• Must have at least two years’ experience supporting mobile devices in a global environment with at least two of the following operating environments: iOS or Google Android.
• Strong understanding and experience of mobility software applications and support of those applications: AirWatch is a plus.
• Experience must include network support and backup/recovery disciplines.
• Previous experience supporting and maintaining data communications equipment in the following environments LANs/WANs/Wireless, network switches and mobility products such as VNC and VPN is desirable.
• Understanding of wireless technologies is preferred.
• Three or more years of technologies experience, messaging and hosted value-added services for, web and/or cloud services including exposure to Exchange, SharePoint, OneDrive, Lync, Office365, and Active Directory.
• Previous experience working in a technical support role especially with heavy user interaction is highly desirable.
• Previous experience with Avaya Systems, and Ring Central preferred, or any other telephony equipment is a plus.

And these qualifications:

• Bachelor’s degree from four-year college or university or equivalent experience is desirable.
• Experience working in a structured, process-driven environment.
• Experience supporting IT hardware and software.
• Possess a driver’s license.
• Must have, or be able to obtain a TWIC card.
• As needed, must be able to work flexible hours when required to accomplish tasks during non-business hours to reduce impact to the 24/7 terminal operations.
• On notice, be able to travel to other Matson locations providing IT related services and support as requested by management. 

Extra credit if you have:

• Experience supporting a campus environment with geographically dispersed locations.
• Experience with Apple laptop and Desktop support.
• Experience with iOS devices in a networked environment.

At Matson, we're looking for people to build a unified team to maintain our values of trust, integrity, and reliability. We welcome diverse perspectives and people who think rigorously and thoughtfully challenge assumptions.

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