IT Ops Analyst

Overview

IT Ops Analyst (Support) role ’ll be the go-to person for making technology work smoothly. Reporting to our IT Ops Manager (Support), you’ll support teammates with timely, thoughtful help—whether it’s resolving support tickets, improving workflows, or proactively finding ways to make internal tools more efficient. You’ll work across teams to ensure everyone can focus on what they do best, knowing their tech experience is secure, reliable, and well-supported.

This is a remote opportunity based in the UK.

• 2-5 years of experience in an IT role within a remote-first, SaaS-driven environment using macOS and/or Windows. (Mixed OS and SAAS environment.)
• Demonstrated success adapting to change and maintaining service excellence in fast-paced, high-growth companies.
• Experience with scalable ticketing systems including automated workflows and integrations to other systems.
• Strong written communication skills with a track record of translating technical issues into clear, accessible language for both technical and non-technical users.
• A natural curiosity and thoughtful approach to helping others - you ask “why” and care about getting it right, not just getting it done.
• Proven ability to identify and refine internal IT processes, improving efficiency and delivering a better end-user support experience.
• Known for being a curious, proactive learner who takes initiative to level up and share knowledge across teams.
• Consistently applies attention to detail to catch edge cases, maintain documentation, and prevent recurring issues.
• Familiarity with 1
  
  Password (or similar tools) as a user or advocate is a bonus - we love to see it.

• Ticketing Support:
  Serve as a member of the IT Support team, focusing on ad hoc support and service provisioning requests through our ticketing system.
• Provide world-class customer support that not only solves problems but also encourages and educates users.
• Prioritize and manage multiple incoming requests efficiently, maintaining a high level of responsiveness and follow-through.
• Handle a high volume of incoming support requests with a focus on thoughtful triage, clear prioritization, and critical thinking in ambiguous situations.

• Process Enhancement and Documentation:
  Collaborate with peers to enhance IT support processes and procedures.
• Identify gaps in current processes and provide feedback and suggestions to peers, as well as the IT Operations and Engineering teams.
• Document updated processes and knowledge base content to support ongoing documentation growth.

• Team Work:
  Participate in regular team meetings, retrospectives, and planning sessions to share insights, review challenges, and celebrate successes.
• Support a team-first culture by providing peer feedback, helping onboard new team members, and pitching in when others need assistance.
• Contribute to a psychologically safe and inclusive environment where everyone can bring their full selves to work and feel heard.

At 1

Password, we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.

We prioritize collaboration, clear and transparent communication, receptiveness to feedback, and alignment with our core values: keep it simple, lead with honesty, and put people first. We’re a team that challenges the status quo and is excited to experiment and iterate to find the best solutions. We’re looking for individuals who are adaptable, curious, and focused on delivering results.

We are committed to leveraging cutting-edge technology—including AI—to achieve our mission. We expect team members to learn AI best practices, identify opportunities to apply AI in meaningful ways, and drive innovative solutions in daily work.

We believe in the power of remote work, but recognize that in-person connection helps us achieve our mission. While we are a remote-first company, travel for in-person engagement is a part of most roles, depending on role and responsibilities (e.g., annual department-wide offsites, team meetings, customer/industry events).

We believe in rewarding hard…