IT Operations Specialist

We’recurrently hiringanITOperations

Specialist as WRAbuildsits new internal IT & Cybersecurity functions. We are actively transitioning from an MSP model to a fully in-house model,and this role willoperateunder the guidance of our Director of Information Technology & Cybersecurity.

In this role, you will act as thefront-line support person serving our roughly 100full-time employees primarily distributed throughout the Bay Area.

This role is critical in ensuring our staff can perform their daily duties. You will behighly autonomous when providing general IT services,andworkalongside a Senior Systems Engineer as your escalation point for complex issuesand occasionally workwith your Directortoimprove our technology stackand capabilities.

To be considered for this role, candidates mustresidewithin approximately 45 minutes ofour Northern California officesin San Rafael or Emeryville.

This role is Hybrid with an expectation to be in-office1to 2days a week on average with travel to our San Diego office1to 2 times per year.

• Own the intake, triage,management and resolution of employee support requests.
• Maintain ticket hygiene throughout the lifecycle of all requests.
• Troubleshoot Windows endpoints, mobile devices, file collaboration platforms,printing and Microsoft 365 (including SharePoint, One Drive, Word, Excel, PowerPoint,etc)
• Provide general break/fix services for WRA-issued assets.
• Provide on-site support in our offices as required, including (but not limited to) hardware swaps, replacing peripherals, supporting conference roomequipmentand providing AV support for quarterly on-site meetings.
• Engage with our specialized teams who may report connectivity or performance issues.
• Participate in on-call rotation for critical but rare IT outages and other emergent duties.

• Own employee onboarding and offboarding end to end, including account creation, group memberships, device deployment, license management,etc, so that new employees are ready on day one anddepartingemployees are properly decommissioned.
• Administer basicIAM functions, including creating and managing Guest accounts, MFA recoveries, change of group memberships, etc.
• Assistthe Director with the administration of security awareness training programs, including follow-ups and remediation assignments.

• Maintain asset inventory including general inventory management, loaner pools,peripherals,and e-waste.
• Continuously ensure WRA-issued devices are compliant with our hardware lifecycleand warranty policies;coordinating and planning hardware upgrades with minimal disruption to our employees.

• Helpidentifyareas of improvement in our processes which youare responsible for executing.
• Participate in performing root-cause analyses (RCA) of system issues.
• Author knowledge base articles designed to enable employee self-service.
• Assistin documenting services that you provide. Documentation must beconsidereda deliverable – not a “nice to have.”

• 3 to 5 years of direct experience supporting a hybrid or remote workforce of at least 50 employees, with at least 2 years performing Tier 2 duties.
• Be able todemonstrateahistoryof performing duties in a high-trust role.
• Be local to the Bay Areaand be able to be on-site at our San Rafael,Emeryvilleand Petaluma offices.

• Understand endpoint administration with Microsoft Intune or a comparable MDM platform, supporting Windows devices and mobile devices.
• Be competent in core networking principles, including DNS, DHCP, VPN connectivity, and Wi-Fi connectivity, with the ability to isolate connectivity issuesutilizingtheseconcepts.
• General understanding of…