IT Ops Analyst

Job Description

Your Role:

IT Support & Service Delivery

• Serve as the primary point of contact for Tier 1–2 support requests including access issues, password resets, hardware troubleshooting, application support
• Deliver thoughtful, high-quality support that educates users and reduces repeat volume
• Prioritize and manage a queue of incoming requests with clear communication and follow-through
  

On-boarding & Off-boarding

• Own the full employee lifecycle from an IT perspective, including account provisioning, device setup, application access, and orientation
• Execute termination workflows including access revocation, device recovery, and account deprovisioning
• Continuously improve onboarding workflows to support Fluency’s growth trajectory
  

Automation & Process Improvement

• Maintain and expand IT’s automation library using low-code/no-code platforms (n8n, Zapier, Workato, or similar)
• Identify recurring support patterns and build solutions to eliminate them
• Think creatively about scalable processes. We’re growing fast and need IT operations that grow with us
  

Documentation & Knowledge Management

• Contribute to and expand an active documentation initiative, including runbooks, SOPs, and self-service resources that empower employees to resolve common issues independently
• Ensure documentation is consistently formatted, current, and accessible
• Contribute to a culture of knowledge sharing across the IT team and the broader organization
  

Asset & Inventory Management

• Procure, configure, and ship laptops and peripherals to employees
• Manage IT asset inventory, track device lifecycle, and maintain accurate records
• Coordinate hardware refreshes and handle equipment recovery
  

What We Look For (Required):

• 3-5+ years of experience in an IT operations, helpdesk, or systems administration role in an enterprise environment
• Strong macOS experience (this is our primary platform)
• Demonstrated automation experience, whether building workflows, scripting, or working with low-code/no-code platforms to eliminate manual work
• Experience managing SaaS applications in an enterprise environment (Google Workspace, Slack, Okta, or similar)
• Experience with device management platforms (Iru/Kandji, Intune, JAMF, or similar)
• Strong written communication skills with the ability to translate technical issues into clear, accessible language for any audience
• A track record of identifying process gaps and building solutions, not just flagging problems
• Ability to work independently with minimal direction while knowing when to escalate

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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