Information Technology Operations Specialist

The IT Operations Specialist is an experienced individual contributor role responsible for proactively managing all facility requests, IT support tickets, and escalations while continuously improving service levels and driving operational excellence. This role owns the day-to-day reliability of IT operations and facilities support, ensuring issues are anticipated, resolved efficiently, and prevented through strong systems, processes, and automation.

The IT Operations Specialist operates with a high degree of autonomy, technical depth, and accountability, serving as a subject matter expert for core IT operations and a key escalation point for complex operational issues at their facility.

This role is onsite Monday - Friday 7am - 4pm.

• Own IT operations for offices and warehouse environments, including networking, printers, scanners, and access control systems.
• Lead device lifecycle management: standards definition, procurement guidance, deployment strategy, and decommissioning.
• Partner with Facilities and vendors on installs, upgrades, and infrastructure improvements.
• Partner with the Stord Networking team for Wi-fi, WLAN, and circuit troubleshooting
• Perform regular inventory audits, system health checks, and hardware maintenance

• Provide support for complex or escalated end-user issues across hardware, software, SaaS tools, and access management.
• Own ticket resolution end-to-end, including root cause analysis and long-term remediation.
• Ensure consistent, high-quality service delivery and adherence to SLAs.
• Act as an escalation point and mentor within the IT Operations function.

• Administer IT Systems including but not limited to: IDP/SSO, MDM, endpoint security, and ticketing systems.
• Implement and maintain system configurations, policies, and integrations.
• Partner with Security to ensure systems align with security standards and compliance requirements.
• Support and enforce security controls related to access management, device compliance, and operational security.
• Escalate and assist in investigation of potential security incidents.

• Own and maintain IT documentation, SOPs, and operational standards.
• Define and enforce operational best practices across the IT function.

• Lead small-to-medium IT initiatives and projects independently.
• Partner closely with People Ops, Security, Facilities, and Business Systems teams.
• Provide guidance, mentorship, and quality oversight across the IT Operations function.
• Serve as a trusted operational partner to the business.

• 2+ years of experience in IT operations, IT support, or a related technical role.
• Familiarity with various hardware devices such as computers, printers, scanners at scale.
• Strong expertise in macOS and Windows environments.
• Solid understanding of networking fundamentals and distributed environments.
• Hands-on experience administering MDM, IAM/SSO, endpoint security, and SaaS platforms.
• Strong troubleshooting, documentation, and stakeholder communication skills.

• Experience supporting warehouse, logistics, or multi-site environments.
• Experience with automation platforms or scripting (e.g., Powershell, APIs).
• Familiarity with compliance frameworks (e.g., SOC 2, ISO 27001).

• Experience in logistics or supporting supply chain organizations
• Experience as a Zendesk admin, Google Workspace admin, Bettercloud
• Certifications such as (CompTIA Cloud+, Networking+, Security+)