IT Operations Analyst

Role overview

Provide responsive, thoughtful IT help desk support in a 24/7/365 operation. You will troubleshoot issues directly with end users, coordinate with customer IT teams, and work with engineers to improve automation that reduces repetitive support work.

Responsibilities - Triage and resolve user issues across productivity applications, operating systems, and identity and access management. - Communicate clearly and professionally throughout support interactions, including when problems are complex or users are under pressure. - Manage incoming tickets, set priorities, and keep users informed through resolution. - Partner with engineering to develop and improve IT automation workflows. - Take part in shift rotations to provide around-the-clock support.

Requirements - At least two years of experience in an IT support role. - Working knowledge of Google Workspace, Microsoft 365, and Slack, with the ability to troubleshoot and explain common issues. - Familiarity with Windows and macOS troubleshooting. - Experience with help desk or ticketing systems such as Jira, ServiceNow, or Freshdesk. - Understanding of identity and access management, TCP/IP, and common network protocols. - Strong written and verbal communication, prioritization, and collaboration skills, including the ability to explain technical issues to non-technical users.

Nice to have - Familiarity with mobile device management platforms; JAMF experience is a plus.

Benefits and work setup - Fully remote work with flexible core hours; shifts cover a 24/7/365 support operation. - Unlimited PTO, 12 paid federal holidays, and a monthly $150 connectivity stipend. - 401(k) participation, equity options, and medical, dental, and vision coverage with the deductible covered. - Paid parental leave for birth, adoption, or surrogacy.