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IT Operations Analyst II

Job Overview

The IT Operations Analyst II is the front-line resource for end-user IT support, resolving hardware, software, and access requests through the company's ticketing system.

Key points

  1. Respond to and resolve end-user IT support tickets covering hardware, software, and access requests.

  2. Manage the laptop/device lifecycle: refresh eligibility, new-device deployment, and purchase-eligibility requests.

  3. Provision and troubleshoot application access through the identity provider (e.g., Okta), including tile assignments, login errors, and MFA/passwordless configuration.

  4. Support onboarding and offboarding for employees and contractors, including device setup and access provisioning across core systems.

  5. Experience in an IT helpdesk, service desk, or end-user support role.

  6. Familiarity with identity/SSO platforms (e.g., Okta) from an end-user support perspective.

  7. Experience working in a ticketing system (e.g., Jira, Zendesk, ServiceNow).

  8. Strong customer service and written communication skills.

Skills

Ticketing ToolsTroubleshootingRecruitingJiraInterviewingREST APIsGitETL