IT Operations Engineer

Responsibilities

• End-User Support & Help Desk: Serves as the primary point of contact in the #it-help Slack channel, triaging and resolving employee requests in real time across hardware, software, and account issues. Manages the full ticket lifecycle through the Console ticketing system. Handles escalations and cross-functional requests with consistent follow-through.
• New Hire Onboarding: Owns the day-one onboarding experience, providing new hires with their laptop and attending onboarding sessions to ensure every employee is fully set up with their device and has access to all required first-day systems and tools. Directly supports the employee lifecycle workflows the role requires at scale.
• Desktop & AV Support: Provides hands-on hardware support including monitor and laptop replacements, peripheral distribution, and macOS device troubleshooting. Maintains audiovisual infrastructure across the office, including Zoom conference rooms, TVs, Logitech Tap systems, and Logitech Schedulers.
• Laptop Inventory & Lifecycle Management: Owns the complete device lifecycle, from receiving and organizing shipments by spec, to issuing devices, coordinating replacements, and wiping returned devices for reuse. Also coordinates logistics for remote employees and incoming new hires.
• Access Management & Identity Administration: Manages user access across multiple platforms via individual admin consoles and the Okta Admin Console. Creates and maintains Okta groups and group rules to automate provisioning, directly aligned with the role's identity, SSO, and MDM requirements. Administers Google Groups in Google Workspace Admin and manages Slack workspace settings and permissions.

Requirements

• 3–5+ years of hands-on IT support experience in a fast-paced or high-growth environment
• Solid experience supporting macOS endpoints and administering MDM tooling (Kandji experience a plus)
• Experience with Google Workspace administration
• Experience with Slack administration — workspace management, permissions, and troubleshooting
• Understanding of identity and access fundamentals: SSO, MFA, directory services, and lifecycle management
• Experience with Okta administration — user management, group rules, and app provisioning
• Ability to take ownership of problems and follow through until they're resolved
• Organized enough to manage competing priorities without things falling through the cracks
• Think beyond the immediate fix — you ask "why did this happen?" and "how do we prevent it?"

Qualifications

• Truth-seeking, passionate, and creative personality
• Enjoy spirited debate, crazy ideas, and shipping code
• Fluent in English