IT Operations Generalist

IT Operations Associate

We're hiring an IT Operations Associate to be the go-to person for all things IT at our office. You'll own the help desk day-to-day, drive forward our active IT projects, and keep the office's physical tech — conference rooms, network, and devices — running smoothly.

This role is in-office, 5 days a week. A lot of the work — meeting rooms, network, hardware, hands‑on user support — only happens in person. You will also support our Houston office remotely.

The most important thing we're looking for is an independent, resourceful problem-solver — someone who can run into a new issue, figure it out on their own without a lot of hand‑holding, and resolve it quickly. Strong communication and collaboration matter just as much: you'll be working across the whole company, so you need to be someone people are glad to hear from when their tech is broken.

Daily IT Operations & Help Desk (~50%)

• You own the help desk. This is the bread and butter of the role.
• Serve as the point of contact for all IT support requests across the company
• Own and triage the ticket queue end-to-end: troubleshoot, resolve, and close the loop with users
• Respond rapidly to high‑urgency incidents — when something's broken, you're on it
• Onboarding and offboarding: provision laptops, accounts, and access on day one; deprovision cleanly on the last day
• Handle access requests across our SaaS stack as they come in
• Troubleshoot user issues across macOS, Windows, Google Workspace, Slack, Webex, Wi‑Fi, and everything else employees touch
• Set up new laptops, swap broken hardware, handle peripheral and accessory requests
• Keep documentation and self‑service guides current so the same question doesn't have to be answered twice

IT Projects & Platform Ownership (~30%)

• You'll own and drive forward our IT platforms and the projects that move us forward.
• Own the ongoing administration of our core IT platforms: MDM, SSO/identity, Sentinel One (EDR), and the rest of the SaaS stack
• Partner cross‑functionally to lead active initiatives:
• Migrating to a new MDM platform
• Finishing the CP360 rollout (currently ~75% implemented, with known gaps to close)
• Defining and enforcing repeatable IT processes (onboarding/offboarding, access reviews, hardware lifecycle, incident response)
• Partner with security on security projects, audits, and hardening initiatives
• Identify recurring pain points and propose fixes that scale — kill repeat tickets at the root

Office IT & Facilities (~20%)

• You own the physical IT footprint of the office.
• Own the conference room and AV experience:
  Webex room kits, displays, cameras, microphones — every room "just works"
• Maintain office Wi‑Fi and network infrastructure: tune access points, manage channel plans, optimize client roaming and handoff
• Maintain in‑office devices: printers, network gear, badge readers, and shared peripherals
• Run hardware procurement through CDW; manage inventory and partner with Finance on IT asset tracking and spend
• Coordinate with Facilities and outside vendors on installs, moves, repairs, and refresh cycles

Independent problem‑solver and resourceful. You can pick up an unfamiliar issue, dig into docs, vendor support, and your own debugging instincts, and get to a resolution quickly without needing to be walked through it. You know when to keep going and when to ask for help, but your default is to figure it out.

Strong communicator. You can explain a technical issue to a non‑technical user with patience and clarity, write tickets and docs people can actually use, and keep stakeholders in the loop without being asked.

Genuinely collaborative. You partner well with teammates across the company — Security, People Ops, Finance, Facilities, external vendors — and people are glad to work with you.

2+ years in an IT support, help desk, or IT operations role

Comfortable being the only IT person in the room — you can scope, prioritize, and execute on your own

Strong fundamentals across macOS, Windows, and Google Workspace

Hands‑on MDM experience (Jamf, Kandji, Intune, or similar) — bonus if you've executed an MDM migration

Ex…