Technology Operations Support Analyst

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

📋 Description

• End-User & Platform Support: Deliver outstanding, white-glove service to resolve end-user computing and customer platform issues. Act as a true advocate for internal users and security throughout the organization.

• Identity & Access Automation: Manage and provide thorough support for all facets of user provisioning and deprovisioning, actively identifying opportunities to automate access lifecycles.

• Security Monitoring & Triage: Oversee essential security tools. Assess, respond to, and escalate relevant security events to safeguard our client and company data.

• Threat Intelligence & Defense: Convert pertinent security intelligence into actionable configurations within our security tools. Assist in the implementation and operationalization of threat event monitoring and response capabilities.

• Endpoint & Fleet Management: Facilitate seamless software deployment support. Coordinate the identification and resolution of security vulnerabilities and oversee end-to-end system patching across our device fleet.

• Proactive Performance Monitoring: Track key indicators to foresee performance issues in our systems and SaaS applications, addressing them before they affect team productivity.

• Continuous Learning (and Hacking): Maintain curiosity, gain new domain knowledge, assess new technologies, and potentially learn to exploit vulnerabilities to enhance our infrastructure's defense.

⛳️ Requirements

• Experience: 1-3 years in a helpdesk or security operations analyst role, with a fundamental understanding of triage, remediation, and escalation protocols.

• Helpdesk Support: Proven experience delivering level 1 or level 2 helpdesk support services, emphasizing empathy, organization, and efficient problem-solving.

• Scripting & Automation: Beginner to intermediate skills in scripting or software development (in any language) to help mitigate operational inefficiencies.

• OS Troubleshooting: Knowledge of the basic operations, administration, and troubleshooting of Windows, MacOS, or ChromeOS environments.

• Remote Fleet Management: Experience with contemporary software distribution and remote management technologies (such as InTune, Kaseya, or Connectwise) for Windows, MacOS, or ChromeOS.

• Preferred Qualifications

• SaaS Administration: Practical experience in working with and administering essential enterprise SaaS tools, including Google Workspace, AzureAD, Slack, and Zoom.

• Platform Support: Background in supporting and troubleshooting enterprise platforms such as Jira, ServiceNow, and Salesforce.

• Security Tooling: Experience in operating, tuning, or deploying security technology stacks and threat monitoring solutions.

• Technical Writing: Experience in playbook and/or knowledge-based technical writing to assist in scaling self-service IT operations.

• Project Lifecycles: Strong understanding of change management and/or project management lifecycles.

🏝️ Benefits

• $90,000-$110,000 annual salary + bonus based on the applicant's experience, knowledge, skills, and abilities - Please note that our salary ranges are informed by current market data. If you believe our range is not aligned, we encourage you to reach out and share your thoughts. We are committed to improving and creating the best environment for our employees.

• Equity

• Unlimited PTO

• Comprehensive benefits: medical, dental, and vision insurance, 401(k) with employer match, short and long-term disability coverage (paid by Facet), life insurance options, and paid parental leave.

• Certification reimbursement program

• Flexibility to work from anywhere in the US