Associate IT Operations Analyst

Overview

Associate IT Operations Analyst to provide frontline IT support, maintain service availability, and handle desktop support and user provisioning/offboarding.

What you'll do

• Deliver service to staff using established standards, procedures, and guidelines.
• Fulfill internal service requests and respond or escalate as needed.
• Monitor, respond to, and escalate service issues in a timely manner.
• Follow ticketing procedures and use customer-service KPI metrics (e.g., first response time, time to resolution).
• Improve existing and develop new documentation for systems and services.
• Support remote call center operations and assist Systems Administrators with daily activities and projects.

What you'll need

• 2–3 years of Mac & PC desktop support experience in a fast-paced environment.
• MCP or A+ certification.
• Working knowledge of corporate cloud environments (Google Workspace, Zoom, AWS, JIRA, Confluence).
• Experience providing desktop support for macOS, including Jamf support services.
• Understanding of networking technologies, configurations, and security.
• Ability to work with ticketing systems and manage security-related incidents.