IT Operations Associate

Essential Duties

• Own the end-to-end IT onboarding process for new employees, provisioning, account setup, device coordination, and checklist management.
• Deliver IT orientation sessions to new hires, ensuring they are set up and confident on day one.
• Coordinate with our managed service partner on technical provisioning tasks.
• Service Navigation & Triage - Act as the connection point between employees, our managed service partner, and internal IT and security resources, ensuring people get to the right help without delay.
• Act as project manager for IT and security maturation initiatives, keeping projects on track, coordinating stakeholders, and driving them to completion.
• Ticket Queue Management - Monitor ServiceNow ticket queues multiple times daily. Keep communication flowing on both sides, following up when requesters go quiet and when responders haven't replied, so nothing goes stale. Escalate blockers appropriately and follow through to resolution.
• Security Awareness Training - Manage and execute security awareness training campaigns. Track completion rates, follow up with non-compliant users, and coordinate with HR.
• Incident Response Support - Support the IT and security team during incident response activities, gaining exposure to detection, triage, and resolution workflows. Help document incidents and follow-up actions as part of the response process.
• Distribution Groups & Communication Channels - Own the maintenance of Microsoft 365 distribution groups and shared communication channels. Partner with the marketing team to keep contact lists and channels accurate and current.
• M&A Support - Assist with downstream IT integration tasks as GA Group acquires new entities. Support device setup, account provisioning, and onboarding for acquired employees.

Growth & Learning Opportunities

• Hands-on exposure to cloud environments: Microsoft 365, Entra ID, and Azure administration at enterprise scale.
• Cybersecurity: direct involvement in incident response, with a growth path toward endpoint protection, threat detection, and NIST-aligned security practices.
• Automation: Power Automate workflows that streamline onboarding, provisioning, and IT service delivery.
• Big data: enterprise data flows across M365, identity systems, and business applications as GA Group builds out its data and AI platform.
• Incident response: a seat at the table when incidents happen, learning firsthand how a multi-entity organization detects, triages, and resolves security and operational issues.

Skills and Experience

• Bachelor's degree or equivalent, recent graduates welcome.
• Basic knowledge of cloud-based IT environments (Microsoft 365, Entra ID, or similar).
• Strong attention to detail, you catch things others miss.
• Reliable and accountable, you follow through and communicate proactively.
• Clear, professional communicator across email, chat, and in person.
• Comfortable managing multiple tasks and prioritizing in a fast-paced environment.
• No certifications required; curiosity and coachability matter more.
• Strong personal accountability and integrity, especially if working remotely.

Nice to Have

• Familiarity with ServiceNow or similar ITSM ticketing platforms.
• Experience with Microsoft 365 administration (user management, groups, licensing).
• Exposure to onboarding workflows or HR/IT coordination.