Hybrid IT Operations & Security Support Specialist

WRA, Inc.; San Francisco (CA); Hybrid; USD 70,000 - 80,000; Full time

Job summary

WRA, Inc. in the San Francisco Bay Area seeks an IT Operations Specialist to help build our in-house IT and Cybersecurity functions, supporting ~100 staff. You will act as front-line IT, reporting to the Director of Information Technology & Cybersecurity, and collaborate with a Senior Systems Engineer.

The role is hybrid (in-office 1–2 days/week) with occasional travel to the San Diego office, and requires strong customer service, a high-trust mindset, and independent work in a lean team.

Qualifications

• 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 to demonstrate a history of performing duties in a high-trust role.
• Be local to the Bay Area and be able to be on-site at our San Rafael, Emeryville and Petaluma offices.

Responsibilities

• 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 (SharePoint, OneDrive, Word, Excel, PowerPoint, etc).
• Provide general break/fix services for WRA-issued assets.
• Provide on-site support in our offices as required, including hardware swaps, replacing peripherals, supporting conference room equipment and providing AV support for quarterly on-site meetings.
• Engage with specialized teams who may report connectivity or performance issues.
• Participate in on-call rotation for critical IT outages and other emergent duties.
• Own employee onboarding and offboarding end to end, including account creation, group memberships, device deployment, license management, etc.
• Administer basic IAM functions, including creating and managing Guest accounts, MFA recoveries, change of group memberships, etc.
• Assist the 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.
• Coordinate hardware upgrades with minimal disruption to employees.
• Help identify areas of improvement in processes and execute them.
• Perform root-cause analyses of system issues.
• Author knowledge base articles for self-service.
• Document services as deliverables.

Tools

Microsoft Intune

MDM Platform

Unifi Network & Protect

CAD

ArcGIS

Job description

WRA, Inc. in the San Francisco Bay Area seeks an IT Operations Specialist to help build our in-house IT and Cybersecurity functions, supporting ~100 staff. You will act as front-line IT, reporting to the Director of Information Technology & Cybersecurity, and collaborate with a Senior Systems Engineer.

The role is hybrid (in-office 1–2 days/week) with occasional travel to the San Diego office, and requires strong customer service, a high-trust mindset, and independent work in a lean team.