IT Ops Analyst

Fluency•Burlington, VT

3d•$72,000 - $82,000•Remote

About The Position

Fluency's IT team is small, strategic, and high-impact, operating at the intersection of infrastructure, enablement, and security. This role is the second hire on the IT team and will be the operational backbone of IT at Fluency. The IT Ops Analyst will own the day-to-day operations including helpdesk support, onboarding and offboarding, device management, access provisioning, and documentation and automation. This role is expected to identify patterns, eliminate recurring issues, build automation, and improve IT processes. The position reports to the Director, IT.

Requirements

3-5+ years of experience in an IT operations, helpdesk, or systems administration role in an enterprise environment
Strong macOS experience (this is our primary platform)
Demonstrated automation experience, whether building workflows, scripting, or working with low-code/no-code platforms to eliminate manual work
Experience managing SaaS applications in an enterprise environment (Google Workspace, Slack, Okta, or similar)
Experience with device management platforms (Iru/Kandji, Intune, JAMF, or similar)
Strong written communication skills with the ability to translate technical issues into clear, accessible language for any audience
A track record of identifying process gaps and building solutions, not just flagging problems
Ability to work independently with minimal direction while knowing when to escalate

Nice To Haves

Experience with endpoint security tools (SentinelOne, CrowdStrike, or similar)
Familiarity with automation platforms such as n8n, Zapier, or Workato
Experience with ticketing systems (ClickUp, Jira, Zendesk, or similar) including automated workflows and integrations
Exposure to AWS or cloud infrastructure environments
Experience supporting remote-first teams across time zones
Familiarity with identity providers and SSO/SAML configuration
Candidates based in or near the Burlington, VT area are strongly preferred as this role involves periodic on-site work for hardware processing, asset management, and inventory
Degree in a related field is a plus, but not required — we look for proven talent and skill.

Responsibilities

Serve as the primary point of contact for Tier 1–2 support requests including access issues, password resets, hardware troubleshooting, application support
Deliver thoughtful, high-quality support that educates users and reduces repeat volume
Prioritize and manage a queue of incoming requests with clear communication and follow-through
Own the full employee lifecycle from an IT perspective, including account provisioning, device setup, application access, and orientation
Execute termination workflows including access revocation, device recovery, and account deprovisioning
Continuously improve onboarding workflows to support Fluency's growth trajectory
Maintain and expand IT's automation library using low-code/no-code platforms (n8n, Zapier, Workato, or similar)
Identify recurring support patterns and build solutions to eliminate them
Think creatively about scalable processes. We're growing fast and need IT operations that grow with us
Contribute to and expand an active documentation initiative, including runbooks, SOPs, and self-service resources that empower employees to resolve common issues independently
Ensure documentation is consistently formatted, current, and accessible
Contribute to a culture of knowledge sharing across the IT team and the broader organization
Procure, configure, and ship laptops and peripherals to employees
Manage IT asset inventory, track device lifecycle, and maintain accurate records
Coordinate hardware refreshes and handle equipment recovery