IT Operations Specialist, ContactMonkey

• 3+ years of IT experience, at least 1 year in a start up or scale up environment
• Demonstrated experience implementing MDM and IAM/SSO solutions
• Familiarity with both macOS and Windows device support
• Hands-on experience with SOC 2 controls
• Comfortable managing both infrastructure, implementation and the day-to-day help-desk queue
• Based in downtown Toronto and available to come into the office 3-4 days per week

Desirable

• As our IT Operations Specialist, you’ll be the go-to person for all things IT. This is a hands-on, individual contributor role where you’ll own both the day-to-day tech support and the longer-term planning for our internal systems
• Manage and maintain MDM/IAM/SSO solutions
• Design and enforce IT policies for access control, endpoint protection, and secure provisioning
• Primary Administrator for our SaaS stack (License management, cost optimization, and access and permission auditing.)
• Maintain a detailed asset inventory (serial numbers, assignments, warranty status)
• Maintain in-office AV/IT systems (e.g., conference rooms, Zoom Room setups, TVs)
• Select and manage vendors (e.g., laptop suppliers, SaaS providers, external repair services)
• 👥 Onboarding & Off-boarding
• Set up new employees with accounts, hardware, and access rights based on role
• Coordinate laptop procurement & delivery (remote or on-site) with pre-configured software and settings
• De-provision users and recover assets in alignment with SOC 2 audit requirements
• Automate and document onboarding/off-boarding workflows, integrating with our HRIS
• 🎧 Helpdesk & End-User Support
• Provide direct IT support (remote and in-office) for issues related to:
• Laptops and peripherals (Mac & Windows)
• VPN and network connectivity
• Software installs and troubleshooting
• Email, identity, and access issues
• Create documentation for reoccurring issues
• Manage warranty claims, hardware repairs, and loaner devices for minimal downtime
• 🔐 Security & Compliance (SOC 2 Support)
• Collaborate with the Security team to maintain SOC 2 IT controls
• Support internal and external audits with documentation, reports, and procedural evidence
• Maintain logs, access reviews, and system configurations per SOC 2 guidelines
• Identify and address compliance risks related to IT systems