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