IT Operations Associate

Personified Tech

4d•$60,000 - $65,000•Remote

About The Position

Personified is a managed IT and cybersecurity services provider for campaigns, nonprofits, and mission-aligned organizations. The IT Operations Associate helps run day-to-day technology operations for clients, focusing on onboarding and offboarding experiences delivered through email, Slack, and virtual meetings. This remote role supports and implements client processes for onboarding, offboarding, and technology procurement, and helps maintain and improve IT operations procedures, documentation, systems, and workflows. The role works closely with client contacts and staff to support communication and processes involving IT, operations, and HR, and provides responsive, detail-oriented customer service.

Requirements

At least 2 years of experience in a customer-facing role, with a proven track record of providing great customer experiences.
Impeccable customer service skills.
Highly organized, responsive, and detail-oriented.
Comfortable interacting with clients and their staff through email, Slack, and virtual meetings.
Able to prioritize and complete tasks in a fast-paced environment.
A self-starter and team player.
Able to learn new systems and technical concepts quickly.
Able to suggest improvements to operational workflows and processes.

Responsibilities

Support and implement onboarding, offboarding, and technology procurement processes and procedures for 50 to 60 clients.
Support maintenance of IT operations procedures and policy documentation, including an IT Operations Playbook for each client.
Assist with improving existing IT operations systems and workflows.
Work closely with client points of contact and staff to ensure clear communication and effective processes involving IT, operations, and HR.
Respond to IT operations support request tickets via email, Slack, and the ticketing system.
Document client requests, track them through completion, identify chronic problem areas, and ensure a high level of customer service.
Process ad hoc administrative IT requests related to onboarding, offboarding, and technology procurement.
Co-facilitate client data security training alongside other Personified staff.
Perform other duties as needed.