Senior IT Operations Analyst

Responsibilities

• Act as the senior escalation point for complex, high-risk, or ambiguous customer issues
• Partner with Engineering to support the design, rollout, and refinement of product features
• Identify, design, and help deploy automation to improve operational efficiency
• Collaborate with Customer Success on onboarding and delivery improvements
• Surface recurring issues, bugs, and improvement opportunities to Product and Engineering
• Participate in an on-call rotation for after-hours escalations and critical incidents

Requirements

• 5+ years of experience in IT support or IT operations
• Expert-level knowledge of Google Workspace, Microsoft 365, Slack, and Microsoft Teams
• Expert-level knowledge of Windows and macOS troubleshooting
• Expert-level understanding of Identity and Access Management (IAM)
• Strong knowledge of networking fundamentals (TCP/IP, DNS, VPNs, Wi-Fi)
• Experience with help desk platforms like Jira, ServiceNow, Zendesk, or Freshdesk
• Working knowledge of MDM solutions such as JAMF or Microsoft Intune
• Hands-on experience with scripting or automation (PowerShell, Bash, Python)
• Clear communication skills for technical and non-technical audiences

Benefits

• 100% remote with flexible core working hours
• Unlimited PTO plus 12 paid federal holidays
• $150 monthly connectivity stipend
• 401(k) program participation
• Equity option grants
• Medical, dental, and vision coverage with 100% deductible covered
• Paid parental leave

About the Company

Fixify is building an AI-native IT automation platform that combines technology with a human touch to transform how IT support is delivered.