Systems Analyst I, IT Special Operations

Location: Remote within the United States, with a preference for candidates located in or near Irvine, Miami, or Dallas; occasional travel may be required for surge support or project embeds.

Salary: $34.49–$46 per hour, with potential eligibility for bonuses and commissions.

Company

Fortune 500 homebuilder focused on building quality homes, serving homeowners and communities, and providing customer service.

What you will do

• Provide Tier 3 escalation support for complex, systems-down, and cross-functional issues across networking, identity, telecom, endpoints, and mobility.
• Triage incidents, assess severity and business impact, and initiate Network Operations Center outages and incident bridges when required.
• Perform repeatable operational work such as telecom configuration, Meraki deployments, passkey and FIDO group changes, Microsoft 365 administration, mobility troubleshooting, and remote network device reboots.
• Identify automation opportunities, collaborate with engineering and automation owners, and test workflows and ServiceNow improvements.
• Analyze support trends, create knowledge base content, and document processes for handoff to the Service Desk and Onsite IT.
• Maintain accurate ServiceNow tickets, meet SLAs, and follow change management, control, and peer review processes.

Requirements

• At least 5 years of IT support experience in desktop, onsite, or service desk environments, including complex troubleshooting and cross-team escalation.
• Bachelor’s degree or relevant certification.
• Working depth in at least one area such as networking, identity, telecom, endpoint, or mobility, with cross-domain familiarity.
• Proficiency with ServiceNow incident and request handling, workflows, SLAs, and knowledge bases.
• Ability to troubleshoot unfamiliar problems independently, write reusable documentation, and assess change risks and impact.
• Strong communication and collaboration skills, with the ability to work with the Service Desk, Onsite IT, and engineering while handling elevated system access.

Nice to have

• Experience with Meraki, Microsoft 365, Entra, passkey/FIDO administration, MDM, GitHub, Power Automate, or ServiceNow configuration.
• Comfort using AI tools such as Claude or Now Assist for documentation, triage, and analysis.
• Additional certifications such as CompTIA Network+, Cisco CCNA, Microsoft identity or endpoint certifications, or ServiceNow certifications.

Culture & Benefits

• Remote work with occasional travel for surge support or project embeds.
• Occasional after-hours support may be required for major incidents or planned maintenance.
• Medical, dental, and vision insurance, 401(k) matching up to 5%, paid parental leave, and an associate assistance plan.
• Education assistance, adoption assistance, vacation, holidays, sick leave, and personal days.
• Home purchase discounts and an employee referral bonus program.