Senior IT Operations Analyst

This is a fully remote position, open to applicants in Arizona, +12 more states.

📋 Description

• Take full ownership of the internal support ticket queue from start to finish: triage, resolve, escalate, and track until closure.

• Set and uphold internal Service Level Agreements (SLAs) for both response and resolution; monitor performance metrics and report findings to the Technology Director.

• Analyze support volume trends and identify the root causes of recurring issues.

• Develop and maintain a self-service knowledge base for users.

• Collaborate with the external IT managed services provider and the security monitoring team on alert responses and remediation efforts.

• Carry out access revocation, device isolation, and maintain access records.

• Provide structured escalations, including context and recommended next steps.

• Monitor vendor responsiveness and highlight any performance deficiencies.

• Manage the hardware lifecycle, including procurement, configuration, deployment, inventory, maintenance, and retirement.

• Keep audit-ready asset records and oversee refresh cycles.

• Administer MedZed's Verizon corporate account, which includes device procurement, line management, plan assignments, and invoice reconciliation.

• Identify opportunities for telecom cost optimization.

• Supervise technology provisioning and deprovisioning processes for onboarding, role changes, and terminations.

• Maintain and enhance provisioning checklists to adapt to evolving systems, roles, and HIPAA requirements.

• Collaborate with HR on time-sensitive employee transitions.

• Maintain Standard Operating Procedures (SOPs) and runbooks for recurring IT operations tasks.

• Identify process gaps that may pose operational, security, or compliance risks, and work with the Technology Director to develop solutions.

• Ensure that all documentation is current, easily accessible, and user-friendly.

⛳️ Requirements

• A minimum of 5 years of progressive experience in IT operations or IT support, demonstrating ownership beyond merely reactive ticket resolution.

• Proven capability to work independently, manage conflicting priorities, and self-direct without daily supervision.

• Proficient in Microsoft 365 administration.

• Working knowledge of Azure/Entra ID for identity and access management.

• Experience in hardware procurement, Mobile Device Management (MDM) platforms, and asset lifecycle management.

• Ability to collaborate effectively with HR, Finance, Operations, and non-technical leadership.

• Possess a process-oriented mindset; document gaps, establish standards, and follow through on implementations.

• Capacity to work under pressure and systematically decompose complex problems into smaller, manageable components.

• Strong communication skills with the ability to convey problems and solutions to both technical and non-technical audiences.

• Bachelor's degree is preferred; equivalent practical experience may be considered in place of a degree.

• Preferred: experience in a healthcare or HIPAA-regulated environment.

• Preferred: familiarity with security controls relevant to access management and endpoint hygiene.

• Preferred: experience in managing a corporate wireless account.

• Preferred: certifications such as CompTIA A+, Network+, or Security+; or Microsoft certifications (MS-900, AZ-900).

🏝️ Benefits

• Competitive salary and compensation package.

• Opportunities for professional development and advancement.

• Comprehensive health and wellness benefits.

• Flexible work arrangements to support work-life balance.

• Engaging work environment with a focus on team collaboration.