IT Operations Analyst

TL;DR

IT Operations Analyst (IT Support): Deliver prompt technical support to end users diagnosing and resolving issues across productivity tools, operating systems, and identity management with an accent on clear communication and triage under pressure. Focus on collaborating with engineering to improve automation workflows and participating in 24/7/365 shift rotations.

Location: US Remote

Company

Building an AI-native IT automation platform combining technology with human support for customer IT operations.

What you will do

• Deliver high-quality technical support to end users, diagnosing and resolving issues across productivity tools, OS, and IAM.
• Communicate clearly and professionally with customers, including in complex interactions.
• Collaborate with Engineering to develop and improve IT automation workflows reducing manual toil.
• Participate in shift rotations for 24/7/365 support operations, triaging tickets effectively.
• Work directly with end users and customer IT teams to enhance support experiences.

Requirements

• 2+ years in IT support role.
• Working knowledge of Google Workspace, Microsoft 365, Slack for troubleshooting.
• Working knowledge of Windows and macOS for issue diagnosis and resolution.
• Working knowledge of help desk/ticketing systems like Jira, ServiceNow, Freshdesk.
• Working knowledge of IAM practices/tools, TCP/IP, network protocols.
• Familiarity with MDM platforms; JAMF is a plus.
• Clear communication skills to explain technical issues to non-technical users.
• Strong prioritization and collaborative style across teams and time zones.

Culture & Benefits

• Center of a product where IT support drives the business.
• Direct exposure to AI and automation workflows changing IT support.
• Collaborate with analysts, engineers, and customer IT teams focused on quality.
• Build expertise across broad technical stack in fast-moving environment.