IT Operations Analyst

IT Operations Analyst

Join Our Team as an IT Operations Analyst

Scott Madden is seeking a confident and collaborative IT Operations Analyst to provide hands-on support with ownership of day-to-day IT operations across Microsoft 365, user support, endpoints, and vendor-managed services.

As part of a small IT team supporting a distributed consulting firm, this role is responsible for ensuring a reliable, secure, and high-performing IT environment. The IT Operations Analyst will administer the M365 environment, provide end-user support, manage escalations, coordinate MSP support, identify trends, and continuously improve operational processes.

This is a front-line support role for a highly capable, self-sufficient user base. It is the primary internal point of contact for day-to-day IT needs, escalating to the MSP for after-hours and specialized support. It rewards judgment and ownership over scripted responses—the ability to independently resolve recurring issues matters more than ticket volume.

This is a hybrid role for someone who can regularly work in our Raleigh, NC office at least two days per week after an initial 30-day in-office period to get established.

What You'll Do

As an IT Operations Analyst you'll provide hands-on support with ownership of day-to-day IT operations across Microsoft 365, user support, endpoints, and vendor-managed services.

Responsibilities include:

• Administering Microsoft 365, endpoint devices, and core IT systems to ensure secure, reliable, and efficient operations
• Providing responsive end-user support for hardware, software, mobile devices, conferencing technology, and related IT services
• Managing incidents, troubleshooting technical issues, and coordinating escalations with managed service providers and technology vendors
• Monitoring system performance, identifying trends and recurring issues, performing root cause analysis, and implementing process improvements and automation
• Supporting onboarding, offboarding, device lifecycle management, and user identity and access administration
• Maintaining the firm's security posture through Microsoft 365 administration, endpoint management, identity management, and security best practices
• Coordinating vendor relationships and monitoring service delivery to ensure timely, high-quality support
• Developing and maintaining IT documentation, standards, and operating procedures
• Supporting technology implementations and partnering with leadership to evaluate and improve IT tools, processes, and the overall user experience

Who We're Looking For

The ideal candidate has:

• Experience in administering Microsoft 365, endpoint management, and enterprise end-user technology
• Strong analytical, troubleshooting, and problem-solving skills
• Excellent organizational skills and ability to manage multiple priorities in a fast-paced environment
• Strong customer service, interpersonal, and written and verbal communication skills
• Ability to communicate technical concepts clearly to non-technical users
• Experience coordinating with vendors and managed service providers
• Knowledge of IT security, identity management, and Microsoft 365 best practices
• Continuous improvement mindset with the ability to identify opportunities to improve technology processes and user experience
• Strong attention to detail, sound judgment, and ability to handle confidential information

Qualifications

• Bachelor's degree in information technology, computer science or equivalent experience
• Two to four years of experience supporting Microsoft 365, endpoint management, and enterprise IT operations
• Relevant Microsoft or industry certifications (e.g., MS-900, MD-102, AZ-900, ITIL Foundation) preferred

About Scott Madden

Scott Madden is a general management consulting firm with three main practice areas—Energy, Corporate & Shared Services, and Enterprise & Specialized Services. We work with forward-thinking clients across a wide variety of business units and functions, including human capital management, finance and accounting, supply chain, and more. Our industry focus is also expansive. In addition to energy, we work in health care, higher education, technology, communications, manufacturing, consumer products, and professional services, among others.

Our Culture

Scott Madden is an inclusive, tight-knit community of professionals where both collaboration and individual performance are rewarded. Initiative and creativity are recognized and valued. Our culture is both collegial and entrepreneurial. Employees build relationships that extend beyond the office and are always willing to help one another. Feedback is provided frequently, with structured review processes annually. Scott Madden is a place where you can grow your career and make an impact.

Work Authorization Requirement

Candidates must be legally authorized to work in the United States without the need for sponsorship now or in the future, as Scott Madden does not provide visa sponsorship.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Equal…