IT Operations Analyst - Sponsorship not Available

About the role

We are looking for an IT Operations Analyst to provide Level 2 support, manage user accounts, and maintain hardware across our environments. This role serves as a vital bridge between our end users, Development, and Architecture teams. If you are eager to sharpen your skills and eventually transition into a Systems or Infrastructure Administration role, this is the perfect opportunity for you.

Responsibilities

• Level 2 Technical Support: Diagnose and resolve hardware/software issues via ticketing systems and in-person support.
• System & Account Administration: Manage user account lifecycle (creation, updates, offboarding) across internal and third-party systems.
• Hands-On Diagnostics: Serve as "remote hands" for Desktop Support and Architecture teams through on-site hardware provisioning and diagnostics.
• Escalation Management: Resolve complex technical issues or route them effectively to Level 3 support and management.
• Documentation & Asset Management: Maintain accurate IT asset inventories, write troubleshooting guides, and help enforce PCI/PII compliance controls.
• Process Improvement: Work closely with vendors and internal teams to streamline IT operations.

Requirements

• 3+ years in a user-facing tech support role (desktop, systems, or network support).
• Familiarity with Windows/macOS desktop environments and Microsoft/Apple ecosystems.
• Prior exposure to ITSM/ticketing platforms.
• Strong independent troubleshooting habits, ability to prioritize tasks, and excellent communication skills for non-technical and technical audiences alike.
• High curiosity and a genuine desire to learn new software, systems, and technologies.

Preferred Skills

• Hands-on experience administering Google Workspace, AWS, or MySQL/MariaDB databases.
• Scripting or programming experience with tools like Bash, PowerShell, SQL, Python, Java, or PHP.

Physical Requirements & Work Environment

• Standard office environment with moderate noise levels.
• Desk-based position requiring extended periods of computer use.
• Ability to lift up to 15 lbs. occasionally and move around the premises as needed for hands-on IT support.