IT Operations Analyst

Fixify

6d • Remote

About The Position

Fixify is hiring an IT Operations Analyst to provide hands-on technical support as part of its AI-native IT automation platform. The role works directly with end users, collaborates with customer IT teams, and partners with Engineering to improve workflows and reduce manual work. Analysts work in the support queue and use support tools while covering shifts in a 24/7/365 operation.

Requirements

• At least 2 years of experience in an IT support role.
• Working knowledge of Google Workspace, Microsoft 365, and Slack, including the ability to troubleshoot and explain these tools to others.
• Working knowledge of Windows and macOS for diagnosing and resolving common issues.
• Working knowledge of help desk and ticketing systems, such as Jira, ServiceNow, and Freshdesk.
• Working knowledge of identity and access management practices and tools.
• Working knowledge of TCP/IP and common network protocols, with the ability to address typical network issues.
• Clear written and verbal communication skills, including the ability to explain technical issues to non-technical people respectfully.
• Strong prioritization and decision-making skills when handling competing demands.
• Collaborative working style and ability to work across teams, time zones, and organizational boundaries.

Nice To Haves

• Familiarity with Mobile Device Management platforms; JAMF experience is a plus.

Responsibilities

• Deliver prompt, high-quality technical support to end users by diagnosing and resolving issues across productivity tools, operating systems, and identity and access management.
• Communicate clearly and professionally with customers throughout support interactions.
• Collaborate with Engineering to develop and improve IT automation workflows that reduce manual work.
• Participate in shift rotations for a 24/7/365 support operation.

Benefits

• 100% remote work environment with flexible core working hours.
• Unlimited paid time off and 12 paid federal holidays.
• $150 monthly connectivity stipend for cell phone, internet, or equipment expenses.
• Participation in a 401(k) program.
• Equity option grants to purchase shares through Fixify's equity program.
• Medical, dental, and vision coverage, with Fixify covering 100% of the deductible.
• Paid parental leave for birth, adoption, or surrogacy.

What This Job Offers

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