IT Operations Analyst

Jonas Software

1d • Remote

About The Position

The Shared IT Services function supports multiple companies across the group by providing consistent, secure, and reliable IT operations. This includes employee technology, identity management, device provisioning, support operations, endpoint monitoring, SaaS access, compliance support, and standardized onboarding and offboarding processes. We operate with ownership, accountability, and a practical bias for action. Shared IT Services exists to make sure employees have the technology, access, devices, and support they need to do their jobs effectively. This role works across multiple companies, systems, departments, and stakeholders. The environment requires strong organization, clear communication, attention to detail, and the ability to manage repeatable processes without losing sight of individual employee needs. We value reliable execution, clean documentation, responsive support, and practical security. The right person for this role will be comfortable working independently, following defined processes, improving those processes over time, and supporting both technical and non-technical users.

Requirements

• Proven experience in IT operations, help desk support, systems administration, endpoint administration, or a similar role
• Strong working knowledge of Microsoft 365, Microsoft Entra ID, Active Directory, Google Workspace, MFA, and user lifecycle management
• Experience managing IT support tickets through Zendesk or a similar ticketing platform
• Experience provisioning laptops, supporting remote employees, managing endpoint tools, and coordinating hardware purchasing
• Experience maintaining IT asset inventory and device lifecycle records
• Experience managing SaaS access, software licensing, application inventories, and user provisioning processes
• Familiarity with password management tools such as LastPass
• Familiarity with endpoint monitoring and patch management tools such as NinjaOne
• Working knowledge of PCI, SOC 2, or similar compliance frameworks
• Ability to document repeatable processes, playbooks, support procedures, and operational standards
• Strong communication skills with both technical and non-technical users
• Strong attention to detail and follow through
• Ability to work across multiple companies, stakeholders, priorities, and systems

Responsibilities

• Manage user accounts, groups, and access across Microsoft Active Directory, Microsoft Entra ID, Google Workspace, Microsoft 365, and other core business systems
• Administer MFA setup, enforcement, troubleshooting, reset requests, and access exceptions across supported systems
• Manage incoming IT support requests through a dedicated Zendesk account
• Triage, prioritize, resolve, document, and escalate support tickets related to access, devices, applications, licensing, MFA, onboarding, offboarding, and general IT support needs
• Coordinate ordering, provisioning, shipment, recovery, repair, replacement, and reassignment of company IT devices
• Support the standardization of computer purchasing through a single preferred provider such as SHI, CDW, or another approved vendor
• Maintain an accurate asset inventory across supported companies, including assigned user, company, device type, serial number, purchase date, warranty status, location, lifecycle status, and recovery status
• Own and maintain the SaaS inventory across supported companies, including application owners, assigned users, license types, renewal dates, provisioning steps, and role based access requirements
• Work with company directors and department leaders to define onboarding and offboarding playbooks by company, department, and role
• Execute onboarding playbooks for new hires, including employee name, address, company, role, manager, desired computer tier, required applications, required licenses, required access groups, and day one setup requirements
• Execute offboarding playbooks, including access removal, password vault removal, MFA removal, license cleanup, device recovery, secure wipe, and documentation of completion
• Manage password management tools such as LastPass, including users, groups, shared folders, access policies, and offboarding cleanup
• Manage NinjaOne monitoring across supported companies, including endpoint health, patch status, agent status, system alerts, and compliance reporting
• Support patch management for operating systems and approved third-party applications
• Coordinate remediation for devices that are missing patches, offline, unhealthy, noncompliant, or missing required agents
• Assist in defining and maintaining security standards for employee devices, including disk encryption, screen lock policies, local admin restrictions, approved software, required monitoring agents, MFA, and patching expectations
• Manage Microsoft 365 licensing across supported companies, including license assignment, removal, optimization, and usage review
• Coordinate with vendors for device quotes, procurement, order tracking, warranty support, repairs, renewals, escalations, and invoice validation
• Ensure PCI scans are completed on schedule and coordinate with responsible teams on remediation follow up
• Assist with PCI and SOC 2 audits by collecting and organizing IT evidence related to user access, onboarding, offboarding, asset inventory, endpoint monitoring, patching, MFA, password management, license management, and access reviews
• Maintain clear documentation for IT processes, playbooks, system access, vendor contacts, device standards, SaaS inventory, and support procedures

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed