IT Operations Analyst

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Take charge of the intake, prioritization, and resolution of IT service requests through the ticketing system, email, and Teams.

• Oversee workload in accordance with defined service levels and business priorities.

• Address technical issues related to identity, collaboration platforms, and endpoint devices.

• Detect recurring issues and contribute to process enhancements and sustainable solutions.

• Work in partnership with the internal IT team and external MSP partners to maintain service continuity.

• Deliver advanced operational support for Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint.

• Handle SharePoint and OneDrive access requests, permissions, file access, sharing, and synchronization issues.

• Foster the adoption and effective use of collaboration tools while assisting with governance standards.

• Manage onboarding processes: provision accounts, assign licenses, configure and ship laptops, coordinate delivery and readiness, and provide initial login, MFA, and environment setup support.

• Execute offboarding procedures: disable accounts, revoke access, coordinate device return, tracking, and disposal.

• Oversee endpoint lifecycle by building, configuring, deploying, refreshing, and troubleshooting laptops.

• Support enrollment of Intune-managed devices, compliance, policy alignment, and issue resolution.

• Maintain documentation of tickets, root cause analysis, resolution details, processes, SOPs, end-user documentation, and knowledge base articles.

• Streamline onboarding, device provisioning, and support workflows.

• Enforce MFA, identity verification, secure account management, least-privilege access, and compliance processes.

• Identify and escalate phishing attempts, suspicious activities, and other security concerns.

⛳️ Requirements

• 3–5 years of experience in IT support, IT operations, or endpoint management.

• Strong understanding of Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).

• Proficient in Windows 11 endpoint management and troubleshooting.

• Comprehensive knowledge of Entra ID (Azure AD) user and access management.

• Experience with device provisioning, imaging, and logistics for shipping.

• Familiarity with working in a ticketing system and SLA-driven environment.

• Excellent problem-solving abilities and communication skills.

• Experience with Microsoft Intune and modern device management is preferred.

• Background in supporting distributed/remote work environments is preferred.

• Knowledge of SharePoint permissions and governance models is preferred.

• Exposure to endpoint security and identity security tools, including Defender and Conditional Access, is preferred.

• An ownership mindset with a strong sense of operational accountability.

• Ability to prioritize competing tasks and achieve consistent outcomes.

• Strong communication skills for both technical and non-technical audiences.

• Detail-oriented with a disciplined approach to processes.

• Proactive in problem-solving and striving for continuous improvement.

• A collaborative team player with sound judgment in escalation matters.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to support work-life balance.

• Access to cutting-edge technology and tools.

• Collaborative and inclusive work culture.