Job description

We are seeking a proactive and detail-oriented IT Systems & Operations Analyst to support internal IT services and ensure consistent service delivery across a multi-state organization. Reporting to the Director of IT, this role will contribute to the stability and scalability of IT operations by executing change activities, managing service requests, and maintaining infrastructure standards in alignment with ITIL-based best practices. You will act as a key point of coordination between internal customers and external vendors, supporting incident resolution, service-level adherence, and operational process improvement. The ideal candidate is service-focused, documentation-driven, and capable of operating within a structured IT Service Management (ITSM) framework to deliver measurable outcomes in a dynamic, multi-site environment. Key Responsibilities: • Collaborate with the MSP to ensure consistent end-user support and adherence to service level expectations • Monitor ticket handoffs, track escalations, and help maintain accountability across internal and MSP-handled requests • Maintain and improve SOPs and documentation related to support processes, asset onboarding/offboarding, and service transitions • Support general IT vendor relationships, including coordination with software, telecom, and service providers for tickets, renewals, and escalations • Support internal configuration and compliance using Microsoft Intune and JAMF for Windows and macOS devices • Assist with standardizing device naming, imaging, and asset tagging across locations • Perform device audits and contribute to lifecycle tracking and inventory management • Assist in managing user identities, groups, and licensing within Entra ID (Azure AD) • Support cleanup and standardization of Microsoft 365 license usage, particularly in transitioning from Business to Enterprise SKUs • Help monitor license assignments, usage, and reporting • Coordinate with MSP and ISPs for connectivity or network-related issues • Document current site setups and assist in driving standardization across facilities • Monitor alerts or basic diagnostics related to local equipment (e.g., switches, Wi-Fi) • Assist in hardware/software procurement tracking, including vendor quotes and order follow-up • Maintain accurate IT asset inventory and contribute to asset lifecycle workflows Qualifications: • Bachelor’s degree in Information Technology, Computer Science, or a related field - OR - Equivalent work experience and relevant technical certifications (e.g., M365, JAMF, CompTIA) • Minimum 3 years of IT experience, preferably in a distributed or multi-location environment • Strong interpersonal skills and customer service orientation • Highly self-motivated • Ability to translate business needs into technology solutions • Ability to present ideas in business-friendly and user-friendly language • Travel is required up to 25% • Location within Austin, TX or New England areas preferred Familiarity with: • Microsoft 365 and Entra ID (Azure AD) administration • Microsoft Intune and/or JAMF for device management • Windows and macOS endpoint support • Ticketing systems (e.g., Freshservice, Zendesk, ConnectWise) • Basic understanding of networking (LAN/WAN, switches, ISPs) Preferred Skills: • Experience working alongside or managing workstreams with an MSP or external IT support firm • Exposure to Microsoft 365 license management (Business vs Enterprise SKUs) • Familiarity with security best practices and remote device compliance • Experience creating SOPs, asset documentation, and process workflows

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