IT Operations Specialist

About the role

Aquia is a Veteran-founded digital services firm dedicated to helping the government modernize and secure its systems and processes. We are recognized as the HHS Service-Disabled Veteran-Owned Small Business of the Year in 2024 and have been named one of the "Best Remote Startups to Work For" by Built In multiple times.

Key Responsibilities

• Endpoint & Device Management
• Provision, configure, and maintain employee laptops and workstations across macOS and Windows platforms.
• Administer and enforce endpoint security policies via Sophos, ensuring compliance across the fleet.
• Manage device lifecycle in ManageEngine (MDM/UEM), including enrollment, patching, policy enforcement, and decommissioning.
• Maintain accurate inventory of all hardware assets; coordinate procurement, shipping, and return logistics for remote employees.
• IT Help Desk & Support
• Serve as the primary point of contact for internal IT support requests, triaging and resolving tickets in a timely manner.
• Develop and refine ticket workflows and SLAs to maintain high employee satisfaction and operational efficiency.
• Troubleshoot hardware, software, connectivity, and access issues across the employee base.
• Escalate complex issues to the IT Ops Distinguished Engineer or external vendors as appropriate.
• SaaS Administration & Provisioning
• Own user provisioning, deprovisioning, and access management across core internal SaaS platforms, including:
• Atlassian (Jira, Confluence)
• Slack
• Google Workspace
• Other internal productivity and security tooling as the portfolio grows
• Conduct periodic access reviews and ensure least-privilege principles are applied across all platforms.
• Serve as the primary vendor contact for supported SaaS tools; manage license tracking, renewals, and cost optimization.
• Evaluate and onboard new internal tools in coordination with the IT Ops Distinguished Engineer and relevant stakeholders.
• Technology Policy & AI Tool Oversight
• Develop familiarity with Aquia's internal technology policies and enforce consistent application across the organization.
• Serve as an approver for employee requests to adopt or use AI tools internally, applying company policy and security guidance to approval decisions.
• Stay current on the AI tooling landscape to make informed, practical recommendations.
• Documentation
• Create and maintain clear, accurate internal IT documentation: runbooks, onboarding guides, how-tos, configuration records, and process documentation.
• Ensure documentation is kept current as systems and processes evolve.
• Proactively identify gaps in documentation and fill them.
• Internal IT Initiatives
• Collaborate with the IT Ops Distinguished Engineer on company-wide infrastructure projects, process improvements, and technology evaluations.
• Contribute to the planning and execution of internal IT roadmap items, including tooling consolidation, security hardening, and operational scalability.
• Represent the employee experience perspective in IT decision-making.

Qualifications

• Candidates must be based in the United States and able to pass a background check. Sponsorship is not available for this role.
• 3–5+ years of experience in IT operations, systems administration, or a closely related role.
• Hands-on experience with MDM/UEM platforms (ManageEngine or equivalent such as Jamf, Intune).
• Experience administering endpoint security tooling (Sophos, CrowdStrike, or similar).
• Proficiency administering Google Workspace and Slack at an organizational level. Experience with O365 will be considered as a substitute.
• Experience with Atlassian products (Jira, Confluence) at an administrative level.
• Strong troubleshooting skills across macOS and Windows environments.
• Excellent written communication skills; demonstrated ability to write clear technical documentation.
• Highly organized, self-directed, and comfortable managing competing priorities in a remote-first environment.

Benefits

• Premium health care plans (90% employer-paid)
• Employee stock plan
• 100% 401k match (up to IRS annual max)
• Generous PTO package
• Personal training and development budget

Pay

$95,000 - $125,000 USD

Schedule

Remote - USA