IT Operations Specialist, OpenX

• This role requires someone with deep hands-on expertise in Okta, Jamf, and Google Workspace, and a proven track record of independently managing enterprise endpoint fleets, identity systems, and user lifecycle tooling
• The right candidate is meticulous in documenting work, attentive to workspace hygiene, and thrives under pressure while remaining approachable, empathetic, and solution-driven
• 5+ years of experience in a dedicated Operations role
• Demonstrated Okta administration experience (group rules, user-lifecycle, API-based provisioning)
• Hands-on Jamf Pro management, including policies, profiles, blueprints, compliance enforcement, smart groups
• Comfortable in both Mac (primary) and Windows (secondary) environments
• Strong working knowledge of InTune, MS365
• Proven ownership of user lifecycle automation, account security, and asset hygiene
• Familiarity with Atlassian Jira Service Management and Confluence
• Strong documentation habits and ability to write SOPs and user-friendly walkthroughs
• User-first, proactive support approach and acts before being asked
• Partners with a global remote team across different time zones in a collaborative environment
• Communicates clearly and kindly with both end-users and technical stakeholders
• Receives and integrates feedback constructively
• Operates with urgency and responds in a timely and predictable manner
• Curious and open to learning new tools and systems in an evolving environment
• Demonstrates structured troubleshooting, and when encountering a solved problem, can explain their process and how it aligns or diverges from the actual fix
• HUMBLE
• Ideal team players are humble and demonstrate integrity. They put the team's success above their own, share credit generously, and value collective achievements. They are self-assured, open to coaching, and committed to continuous learning
• DRIVEN
• Ideal team players are results-driven and motivated. They are curious, always seeking more to do, learn, and take on. As proactive problem-solvers, they take initiative without needing external motivation. They continuously think about the next steps and opportunities for improvement
• SMART
• Ideal team players are smart and possess the intellectual acumen to understand the complexities of our organization and industry. They are interpersonally intelligent, good communicators, and exemplify sound judgment in their interactions across the company to foster a collaborative environment

Desirable

• We are seeking an IT Operations Specialist III who is a self-starter, systems thinker, and operationally mature
• You’ll act as the frontline and backbone of our IT Business Partnership and will be responsible not only for resolving user issues but identifying root causes, connecting related signals, proactively improving our support environment and provide a detailed step-by-step solution for future reference (and automations that work on its basis)
• Location: Hybrid role with average of 1 day in-office and by request ie. event, projects (must be within a 2h commute from SoHo, NY)
• Reports to: IT Operations Manager
• Provide Level 1–3 support across all IT platforms with a strong focus on Mac, Windows, SaaS (Google Workspace, MS365), and MDM (Jamf/InTune)
• Visit the office and perform infrastructure quality checks on-site at least once a week OR on-demand (Currently most people visit the office on Tuesdays/Wednesdays)
• Own and coordinate endpoint and peripheral procurement, imaging, deployment, inventory documentation and lifecycle management globally
• Proactively monitor systems, logs, and user behaviors to identify and prevent issues before they are reported
• Document and maintain clear Open/In Progress/Completed task status in our team tools
• Act as escalation point for IT to our stakeholders on best practices, ownership, and structured troubleshooting
• Participate in IT projects including migrations, automation tooling, system integrations, and vendor transitions
• Support weekly IT onboarding sessions, with a focus on automation and user-readiness
• Process offboarding sessions along with the hardware retrieval process, preparing to repurpose devices etc
• Deliver VIP support and ensure a calm, helpful demeanor under pressure
• Quickly reprioritize tasks and shift focus ad-hoc in response to urgent business needs
• Maintain tidy, functional, and documented workspaces, whether physical or digital
• Provide cross-functional support in collaboration with Security, Engineering, People Ops, and OfficeOps
• Apply structured thinking to analyze and connect related incidents
• Contribute to and maintain internal documentation (SOPs, runbooks, FAQs)
• Operate within and improve existing ITIL-aligned practices: incident, change, and problem management
• Experience with Google Meet hardware (setup, troubleshooting, and support)
• Practical experience using Gemini and/or Claude in day-to-day IT support and documentation

• Effective Date: November 21, 2024