IT Automation & Operations Analyst

YOUR MISSION

We are seeking an IT Automation & Operations Analyst to join our growing team. The IT Automation & Operations Analyst will be responsible for providing technical support to employees, as well as maintaining and troubleshooting computer systems, networks, and hardware. This role requires excellent problem-solving skills, attention to detail, and the ability to work well under pressure.

RESPONSIBILITIES

* Serve as a senior point of contact for complex IT issues, providing escalation support via phone, email, remote tooling (Teams/Big Fix), and in-person interactions

* Mentor and provide technical guidance to junior IT support team members

* Lead troubleshooting efforts for complex technical issues related to computer systems, networks, and hardware

* Own and drive resolution of high-priority incidents and service requests

* Troubleshoot and support macOS, Windows, and Chrome

OS environments at an advanced level

* Ensure ongoing usability of client computers, peripheral equipment, and software within established standards; recommend and implement improvements to existing processes

* Oversee in-office AV equipment strategy and maintenance; serve as escalation point for AV issues

* Design and implement system configurations for computer systems, networks, and hardware deployments

* Lead onboarding processes for new hires, including hardware deployment workflows, equipment standards, and software provisioning procedures

* Drive the deployment and maintenance of new hardware and software including macOS, Windows, True Anomaly engineering software, and O365 tooling

* Provide advanced support for core software platforms including O365, Teams, and company SaaS applications

* Administer and optimize Jira and Confluence platforms, including project/space configuration, workflow design, permission schemes, and user management

* Own the IT team's Confluence knowledge base; establish documentation standards, enforce governance, and drive continuous improvement across all content

* Design and manage Jira Service Management (JSM) workflows to streamline ticket intake, SLA tracking, escalation paths, and reporting

* Build and maintain Jira dashboards and reports to provide IT leadership with real-time visibility into incident trends, team performance, and service delivery metrics

* Proactively monitor system performance and security; identify trends and recommend preventative measures

* Continuously identify and build automation solutions across IT operations, with a focus on user provisioning, onboarding/offboarding workflows, and Jira/Confluence process automation; this is a core and ongoing expectation of the role, not a secondary function

* Evaluate new technologies and make recommendations for IT environment improvements to support scale and growth

* Participate in on-call rotations to provide IT/Technical support 24/7; serve as escalation point during critical incidents

* Collaborate with IT leadership on strategic initiatives, capacity planning, and process improvements

QUALIFICATIONS

* 5+ years of experience in IT support, helpdesk, or end-user desktop support, with progressive responsibility

* Proven experience mentoring or leading junior technical staff

* Expert-level knowledge of computer systems, networks, and hardware

* Expert proficiency with Windows, macOS, and ChromeOS

* Advanced proficiency with MDM tools (Intune, JAMF, Big Fix), including policy creation and deployment strategies

* Strong scripting skills in Bash/Shell/Python; proven track record of independently building and maintaining automation across IT operations, including provisioning, onboarding/offboarding, and ticketing workflows

* Demonstrated Jira administration experience, including workflow configuration, custom fields, permission schemes, automation rules, and Jira Service Management (JSM) setup and optimization

* Demonstrated Confluence administration experience, including space management, template creation, content governance, and integration with Jira and third-party tools

* Deep experience with remote support tools and technologies

* Strong experience with cloud-based technologies and services (e.g., Azure), including administration and…