IT Operations Analyst II
Core
Front-line IT support resource resolving hardware, software, and access requests for end-users.
Role type
IT Operations Analyst (Service Desk)
Builds
Stable IT operations for employee and contractor onboarding/offboarding and device lifecycle management.
Domain
Enterprise IT Operations / End-User Support
Deliverable
dashboards & analysis
Required skills
IT helpdesk experience, Identity/SSO platform familiarity, Ticketing system proficiency, Hardware troubleshooting, Written communication
Preferred skills
SaaS application access support, Google Workspace/Microsoft 365 administration basics, Large-scale onboarding experience, Multi-office environment experience
Technologies
Okta, Jamf, Microsoft Intune, Slack, Google Workspace, Notion, Zoom, Jira, 1Password, Mac, Windows
Responsibilities
Respond to and resolve end-user IT support tickets covering hardware, software, and access requests; Manage the laptop/device lifecycle including refresh eligibility and new-device deployment; Provision and troubleshoot application access through the identity provider; Support onboarding and offboarding for employees and contractors; Troubleshoot common issues with collaboration and productivity tools; Support office technology including conference room AV and video-conferencing equipment; Escalate systems-level issues to the IT Systems team
Seniority
Mid-level, hands-on IC
