Alaka'ina Foundation Family of Companies IT Workflow Manager in Honolulu, Hawaii

Position Description

IT Workflow Manager


HI - Honolulu

Job Code


of openings


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Kūpono Government Services is looking for a qualified Work Flow Manager for the Computer Help Desk at a facility in Honolulu, HI to accomplish the following tasks:

  • Review, assign, and distribute work tickets in all queues maintained by the CHD. The CHD Help Desk is responsible for distributing work tickets using a service desk application.

  • Manage assignment group membership and request to add, delete, or modify assignees and groups as needed.

  • Create, update, and remove templates and Knowledge Base (KB) articles for use by the Global Service Center (GSC) to resolve most tier 1 issues remotely. Provide monthly summary of additions, modifications and deletions.

  • Review, redirect, and remediate misrouted tickets by reviewing KBs, submit Quality Assurance tickets to GSC, and work with various IMD sections on ticket work flow.

  • Provide status reports on tickets, IAVAs, and scheduled activities monthly or as requested.


  • Required Education:

  • High School Diploma or equivalent.

  • Required Experience:

  • IAT Level I and 5 or more years work experience managing Help Desk operations of similar dollar value and complexity using an IT workflow process for multiple integrated systems. Experience in developing and writing Knowledge Base articles similar to standard operating procedures.

  • Computer Environment- A+ or MC Windows 7 (Exam 70-680)

  • Required Certification:

  • IA Level: IAT-I – Baseline Certification: A+, Network+, Systems Security Certified Practitioner (SSCP) or CCNA- Security.

  • Clearance:

  • Must have a favorable National Agency Check (NAC) or a NAC must be initiated.

IT-2 Level requirements: 1) A favorable review of local personnel, base/military, medical, and other security records as appropriate. 2) Initiation of a NAC with Local Agency and Credit Checks (NACLC). An unfavorable completion of the NACLC will result in loss of privileges.

  • Health Requirements:

    The following requirements are, except where otherwise indicated, considered essential:
  • A written statement from a physician that the individual is free of all communicable diseases or valid documentation.

  • Tuberculosis Screening . IPPD (Mantoux Intermediate Strength PPD 5-TU), unless contraindicated, will be administered within 6 months prior to reporting to TAMC or SBHC. Retesting will be required annually thereafter. The individual will be required to provide documentation to the Occupational Health Clinic. Positive tuberculin reactors will provide normal results of a chest x-ray.

  • Rubella, Rubeola, Mumps & Varicella Screening . Screening tests for the presence of Rubella, Rubeola, Mumps & Varicella antibodies can be performed and individuals with non-protective titers must be immunized prior to reporting to TAMC. If an individual has had the disease/diseases, a statement from a physician or authorized official attesting to the fact of the employee immunity if required.

  • Tetanus-Diphtheria . The individual is required to have had a Tetanus- Diphtheria immunization within the past 10 years. Documentation must be provided prior to reporting to TAMC.

  • Polio . The individual is recommended to have had a completed series of Polio vaccine prior to reporting to TAMC.

  • Hepatitis B vaccine . Required for all personnel with duties involving direct patient contact.

  • Annual influenza vaccine required for all personnel with duties involving direct patient contact.

  • Documentation of Results. All personnel will be required to furnish documentation and results of these medical requirements, which will be received by the Occupational Health staff during in processing. Personnel who are unable to furnish documentation will not be considered medically cleared and, subsequently, not be able to start work until there prerequisites are met.

  • Kūpono Government Services is a fast growing government service provider. Employees enjoy competitive salaries; a 401K plan with company match; medical, dental, disability, and life insurance coverage; tuition reimbursement; paid time off; and 10 paid holidays. Kūpono Government Services is proud to be an equal opportunity employer.

For additional information on Kūpono Government Services, please visit

We are an Equal Opportunity/Affirmative Action Employer of individuals with disabilities and veterans. We are proud to state that we do not discriminate in employment decisions on the basis of race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. If you are a person with a disability and you need an accommodation during the application process, please click here to request accommodation. We E-Verify all employees.