IT Operations Specialist, Blockdaemon

• If you're someone who thrives in fast-paced environments and enjoys problem-solving, we’d love for you to make a meaningful impact here at Blockdaemon
• Extensive experience in IT support, ideally within a remote or startup environment
• Proven expertise in administering Okta, Google Workspace, Slack, Jira, and other key applications
• Strong experience managing IT incidents and changes
• Hands-on experience with Okta Workflow and Automation
• Proficiency in MacOS and troubleshooting Mac devices
• Experience with Apple MacBooks, Jamf, and Google MDM
• Excellent communication skills, both written and verbal, for technical and non-technical audiences
• Self-motivated and able to work independently or as part of a team
• Ability to effectively manage external partners and suppliers

Desirable

• We are seeking a dedicated and proactive IT Operations Specialist to join our dynamic team
• This role is integral to providing exceptional technical support to internal users, managing IT assets, and ensuring the smooth operation of various IT systems and applications
• This role will report to the Head of IT Ops & Service Management
• Provide outstanding customer service by responding to and resolving technical issues raised by internal users and partners via Slack, email, or JIRA Service Management
• Maintain, optimize, and enhance the ticketing system and associated processes to improve efficiency and user satisfaction
• Troubleshoot and prioritize requests related to computers, software, permissions, and hardware, escalating issues when necessary
• Oversee and maintain user lifecycle management across tools and systems, ensuring smooth transitions as employees join, move, or leave the company
• Continuously think about and implement ways to automate and streamline IT processes
• Oversee procurement and distribution of devices for new hires, handle hardware replacements, and manage the device refresh program
• Develop and maintain clear Standard Operating Procedures (SOPs) and user guides to assist users and team members
• Install, configure, and maintain software for new and existing users, ensuring compliance with patch management, operating system updates, and IT/security policies
• Administer the Identity Provider (Okta) and various enterprise applications as needed
• Manage Blockdaemon-provided devices (Jamf) and employee personal devices (Google Workspace) through Mobile Device Management (MDM)
• Maintain and update the asset management system for efficient tracking and reporting
• Contribute to critical initiatives, including implementing security measures (MDM rollout, device trust, Google license management) and supporting strategic projects such as security planning, Role-Based Access Control (RBAC) alignment, and application migration to Okta
• Collaborate with HR to align user access management with company policies, assist with shared account clean-ups, and support service account management