IT Operations Specialist

We Insure, LLC.•Austin, TX

1d•Onsite

About The Position

We Insure is seeking an experienced IT Operations Specialist to support the reliability, performance, and security of our cloud based systems while providing dependable technical support to employees across the organization. You'll divide your time between cloud systems administration and day-to-day IT support, helping maintain business critical applications, troubleshoot technical issues, manage user access, and ensure employees have the tools they need to work effectively. You'll also contribute to documentation, process improvements, and IT initiatives that strengthen operational efficiency. The ideal candidate is a hands-on IT professional who enjoys balancing cloud operations with end-user support, takes ownership of technical issues through resolution, and is comfortable working in a collaborative, fast-paced environment.

Requirements

3-5 years of relevant experience in IT operations, cloud administration, technical support, or help desk environments.
Hands on experience administering and supporting cloud platforms and SaaS applications, such as Microsoft 365, Entra ID, Intune, or similar technologies.
Working knowledge of IT security principles, best practices, and tools used to protect cloud environments, end-user devices, and company data.
Experience managing user accounts, access permissions, and identity management systems.
Experience troubleshooting hardware, software, applications, and cloud-based systems.
Ability to perform basic physical network hardware tasks, including installing, cabling, swapping, or restarting equipment under the direction of network and security teams. Network engineering or configuration expertise is not required.
Experience using centralized cloud IT management and monitoring tools.
Ability to gather and analyze user requirements, troubleshoot technical issues, and recommend practical solutions.
Strong communication, interpersonal, analytical, and problem-solving skills, with a commitment to providing responsive technical support.
Strong attention to detail, particularly in technical documentation, access management, and change control processes.

Nice To Haves

Experience supporting IT operations across multiple office locations or within a franchise organization.
Familiarity with Microsoft 365, Entra ID, Intune, Azure, and cloud-based endpoint management tools.
Experience with IT service management and ticketing platforms, such as Jira Service Management, and established change management workflows.
Relevant IT certifications, such as CompTIA A+, Cloud+, Security+, Microsoft MS-900, AZ-900, or similar credentials.

Responsibilities

Support, monitor, and maintain cloud-hosted applications and platforms, including Microsoft 365, Entra ID, Intune, Azure, and other SaaS environments.
Configure and administer cloud-based systems, identity and access management platforms, and SaaS applications according to established standards.
Monitor system performance, availability, updates, patching, backups, and scheduled tasks to identify and resolve potential issues.
Troubleshoot hardware, software, and cloud system issues to minimize downtime and service disruptions.
Maintain accurate documentation of system changes through established change management processes.
Support the deployment, tracking, maintenance, and retirement of IT hardware assets, including endpoints, peripherals, and office equipment.
Perform basic on-site network hardware support, including installing, cabling, swapping, or restarting switches, access points, and firewalls under the direction of the network and security team.
Identify opportunities to improve cloud operations, strengthen system reliability, and escalate potential security risks.
Serve as a first and second level point of contact for employee IT support requests, troubleshooting and resolving technical issues in a timely and professional manner.
Diagnose and resolve hardware, software, application, and peripheral issues affecting end users.
Manage user accounts, permissions, and access rights in accordance with corporate security policies and data protection standards.
Install, configure, test, and upgrade software and applications to maintain compatibility and performance.
Support corporate IT projects, including technology deployments, system transitions, and planned application phase-outs.
Provide employees with technical guidance and training on systems, applications, and equipment.
Document support requests, troubleshooting steps, and resolutions within the IT ticketing system.
Collaborate with internal stakeholders, application vendors, and technology partners to resolve technical issues and improve the employee experience.
Create and maintain technical documentation, including system procedures, technical manuals, network and security diagrams, and project documentation.
Provide timely updates to management on assigned projects, technical issues, and operational initiatives.
Help develop and improve IT support procedures, operational standards, and best practices.
Conduct periodic system reviews to ensure compliance with established IT policies and procedures.
Deliver individual and group training sessions on technology tools and processes as needed.
Support disaster recovery and business continuity planning to minimize operational risks.
Assist with technology evaluations, vendor comparisons, and recommendations for system improvements.
Provide cross-functional IT support and assist other team members and contracted technology partners as needed.