IT Operations Analyst

About the Opportunity

The hiring organization is seeking a full-time IT Operations Analyst to provide hands-on technical support and collaborate on automation workflows. Operating in a 100% remote setting within the United States, this role focuses on direct queue management, end-user assistance, and cross-functional partnership with engineering and customer IT teams. This position requires participation in shift rotations as part of a 24/7/365 support environment with flexible core working hours.

Key Responsibilities

• Deliver prompt, high-quality technical support to end users, diagnosing and resolving issues across productivity tools, operating systems, and identity and access management.
• Communicate clearly and professionally with customers across all interactions, including complex scenarios.
• Triage incoming tickets efficiently, maintain queue hygiene, and troubleshoot technical issues through resolution.
• Collaborate with customer IT teams and partner with Engineering to develop and refine IT automation workflows that reduce manual tasks.
• Participate in shift rotations to maintain coverage across a 24/7/365 support operation.

Required Qualifications

• 2+ years of experience in an IT support role.
• Working knowledge of productivity tools, including Google Workspace, Microsoft 365, and Slack, with the ability to troubleshoot and guide users.
• Working knowledge of Windows and macOS for diagnosing and resolving technical issues.
• Working knowledge of help desk and ticketing platforms, such as Jira, ServiceNow, or Freshdesk.
• Working knowledge of identity and access management tools and practices.
• Working knowledge of TCP/IP and common network protocols, with the ability to resolve standard network issues.
• Familiarity with Mobile Device Management (MDM) platforms.
• Clear written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Strong prioritization and decision-making abilities in high-volume environments with concurrent demands.
• Demonstrated ability to collaborate across distributed teams, time zones, and organizational boundaries.

Preferred Qualifications

• Experience with Jamf.

Benefits

• Equity option grants
• 401(k) retirement plan
• Medical, dental, and vision insurance coverage
• Paid time off and paid holidays
• Paid parental leave
• 100% remote work flexibility