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