IT Operations Associate

Personified Tech

4d•$60,000 - $65,000•Remote

About The Position

The IT Operations Associate assists in running day-to-day technology operations for our clients, with a focus on providing outstanding onboarding and offboarding experiences via email, Slack and virtual meetings (ex. Google meets, and Zoom). This position is remote. The IT Operations Associate is responsible for supporting and implementing our clients’ processes and procedures surrounding onboarding, offboarding, and tech procurement. The ideal candidate is skilled at executing and improving on operational processes, highly responsive, comfortable communicating with clients from start to finish and obsessed with process and detail. The ideal candidate has impeccable customer service skills and an ability to prioritize and complete tasks in a fast-paced environment. This position reports to the IT Operations Manager.

Requirements

2+ years of experience in a customer-facing role, with a proven track record of providing great customer experiences.
Highly organized, responsive, and detail-oriented.
Comfortable interacting with clients and their staff through email, Slack, and virtual meetings.
A self-starter and a team player.
Ability to pick up new systems and technical concepts quickly.
Ability to provide suggestions to improve upon current operational workflows and processes.

Responsibilities

Supporting and implementing onboarding, offboarding, and tech procurement processes and procedures for 50 to 60 clients.
Supporting the maintenance of documentation for IT operations procedures and policies, including an IT Operations Playbook for each client.
Assist with improving upon existing IT operations systems and workflows.
Working closely with client points of contact staff to ensure clear communication and effective processes surrounding the intersection of IT, Operations, and HR.
Responding to IT operations support request tickets via email, Slack, and ticketing system.
Documenting client requests to track progress to completion, identifying chronic problem areas, and ensuring a high level of customer service.
Processing administrative IT requests from clients on an ad hoc basis as it relates to onboarding, offboarding, and tech procurement.
Co-facilitate client data security training alongside other Personified staff.
Other duties as needed.