IT Operations Engineer

WorldWide Logistics • Urbandale, IA

1d • Onsite

About The Position

The IT Operations Engineer is a mid-level position within the IT Operations team responsible for providing escalation support, infrastructure ownership, and architectural solutions across WorldWide's IT environment. The IT Operations Engineer serves as the primary escalation point for IT Helpdesk and takes ownership of infrastructure, SaaS products, and integrations within IT Operations scope. Unlike traditional systems administrator roles, the IT Operations Engineer is a hybrid role — retaining legacy infrastructure skills while emphasizing modern IT operations, project-based solution development, and continuous improvement. The IT Operations Engineer is expected to hold deep product and domain expertise, drive architectural decisions, and serve as a resource for the SOC team on higher-level security matters. AI tooling is expected to be leveraged for complex problem-solving and solution design, with human judgment always guiding system-impacting decisions.

Requirements

• 2-4 years of experience in a high-level helpdesk or IT operations role (required)
• Experience with AI troubleshooting and solutions development using AI agents
• Experience with infrastructure administration: networking, server, cloud compute, and identity management
• Experience with SaaS product administration and management
• Experience with PowerShell or equivalent scripting/automation technology
• Experience with Microsoft 365 and Azure administration
• Excellent written and verbal communication skills
• Ability to manage projects and lead improvement initiatives.
• Ability to work well independently and within teams.
• Exhibit excellent analytical, problem solving, and troubleshooting abilities.
• Exhibit a team mentality with a willingness to collaborate with others to ensure success.

Nice To Haves

• Experience with Active Directory, Azure AD / Entra ID, and Office 365
• Network technologies: DHCP, DNS, SNMP, SMTP, VPN, Firewalls, Routers, Switches, and Wireless Access Points
• Extreme Networks, Meraki, or Fortinet
• Cloud Technologies such as Azure or AWS
• Certifications preferred (not required): CompTIA A+, Network+, Security+
• Microsoft AZ-104, MS-900, Azure AZ-900

Responsibilities

• Utilize AI tooling for complex solution development, architectural design, advanced troubleshooting, and accelerated learning.
• Work with the AI-enabled IT HelpDesk system to improve ticket routing, automation, and operational efficiency.
• Maintain human-in-the-loop judgment for all architectural, infrastructure, and system-impacting decisions.
• Serve as the primary escalation point for IT Helpdesk, based on SLA thresholds or knowledge boundaries.
• Review escalated tickets, provide resolutions or architectural guidance, and ensure proper documentation and closure.
• Communicate findings and solutions back to Helpdesk to support knowledge transfer and team growth.
• Design, implement, and maintain WorldWide IT infrastructure: Network (firewalls, switches, access points, Cloud & SDN, VPN, etc.), Server (physical servers, virtual machines, cloud compute, etc.), End User (VOIP phones, workstations, etc.), Software (identity management, SaaS products, Office 365, etc.).
• Create and maintain monitoring and alerting WW infrastructure to respond to and prevent problems.
• Perform manual and automated updates of all infrastructure components as needed.
• Monitor and maintain server and data backups and backup procedures.
• Install, configure, and maintain Active Directory & Azure Active Directory / Entra ID to manage system and user identity.
• Own and administer SaaS products within IT Operations scope, ensuring reliability, security, and optimal configuration.
• Plan and implement integrations between internal and external systems as assigned.
• Develop and refine automation and scripting to streamline IT operations and improve efficiency.
• Hold deep domain expertise within specific product or technology areas, serving as a recognized organizational SME.
• Lead and contribute to IT Operations projects focused on solutions, architectural improvements, and infrastructure modernization.
• Develop processes, procedures, and automation to continuously improve the IT department and WW employee experience.
• Collaborate with other IT teams (Development, Data Science, PMO, EDI/TransVM) on cross-team projects and initiatives.
• Provide technical mentorship for IT Helpdesk roles to support their professional development and knowledge growth.
• Support the SOC team as a resource for higher-level cybersecurity work.
• Lead and participate in large-scope security investigations, remediations, and security posture improvements.
• Assist in developing and refining security policies, standards, and incident response procedures.

Benefits

• Brand new HQ building in Urbandale off I-80/35
• Opportunities for career advancement
• Catered lunches and weekly food trucks
• Monthly Employee Appreciation Day
• Company Swag
• Employee Clubs i.e., Gardening, Art, Book, Dungeons and Dragons, etc.
• Bags Tournaments (Future outdoor recreation coming soon)
• Community Involvement
• Casual dress
• PTO Plan
• Full suite of benefits including health, dental, vision, flexible spending plans, life insurance, voluntary life, voluntary short-term disability, voluntary long-term disability, 401k with a match, voluntary ID Theft plan
• Access to cutting-edge technology
• A collaborative and supportive team culture
• A company where your ideas are valued

What This Job Offers

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