IT Operations Analyst

ScottMadden • Raleigh, NC

1d • Hybrid

About The Position

ScottMadden is seeking a confident and collaborative IT Operations Analyst to provide hands-on support with ownership of day-to-day IT operations across Microsoft 365, user support, endpoints, and vendor-managed services. As part of a small IT team supporting a distributed consulting firm, this role is responsible for ensuring a reliable, secure, and high-performing IT environment. The IT Operations Analyst will administer the M365 environment, provide end-user support, manage escalations, coordinate MSP support, identify trends, and continuously improve operational processes. This is a front-line support role for a highly capable, self-sufficient user base. It is the primary internal point of contact for day-to-day IT needs, escalating to the MSP for after-hours and specialized support. It rewards judgment and ownership over scripted responses—the ability to independently resolve recurring issues matters more than ticket volume. This is a hybrid role for someone who can regularly work in our Raleigh, NC office at least two days per week after an initial 30-day in-office period to get established.

Requirements

• Experience in administering Microsoft 365, endpoint management, and enterprise end-user technology
• Strong analytical, troubleshooting, and problem-solving skills
• Excellent organizational skills and ability to manage multiple priorities in a fast-paced environment
• Strong customer service, interpersonal, and written and verbal communication skills
• Ability to communicate technical concepts clearly to non-technical users
• Experience coordinating with vendors and managed service providers
• Knowledge of IT security, identity management, and Microsoft 365 best practices
• Continuous improvement mindset with the ability to identify opportunities to improve technology processes and user experience
• Strong attention to detail, sound judgment, and ability to handle confidential information
• Bachelor's degree in information technology, computer science or equivalent experience
• Two to four years of experience supporting Microsoft 365, endpoint management, and enterprise IT operations

Nice To Haves

• Relevant Microsoft or industry certifications (e.g., MS-900, MD-102, AZ-900, ITIL Foundation) preferred

Responsibilities

• Administering Microsoft 365, endpoint devices, and core IT systems to ensure secure, reliable, and efficient operations
• Providing responsive end-user support for hardware, software, mobile devices, conferencing technology, and related IT services
• Managing incidents, troubleshooting technical issues, and coordinating escalations with managed service providers and technology vendors
• Monitoring system performance, identifying trends and recurring issues, performing root cause analysis, and implementing process improvements and automation
• Supporting onboarding, offboarding, device lifecycle management, and user identity and access administration
• Maintaining the firm's security posture through Microsoft 365 administration, endpoint management, identity management, and security best practices
• Coordinating vendor relationships and monitoring service delivery to ensure timely, high-quality support
• Developing and maintaining IT documentation, standards, and operating procedures
• Supporting technology implementations and partnering with leadership to evaluate and improve IT tools, processes, and the overall user experience

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level