Hybrid IT Operations Specialist — End-User Support

WRA, Inc.; California; Hybrid; USD 70,000 - 80,000; Full time

Benefits offered by this job

Salary range transparency

Job summary

WRA, Inc. is seeking an IT Operations Specialist to help build its in-house IT and cybersecurity functions.

You will serve as the frontline IT resource for roughly 100 full-time employees, primarily distributed throughout the Bay Area, with hybrid in-office expectations. Role covers service desk, IAM, asset management and documentation, working with the Director of Information Technology & Cybersecurity and a Senior Systems Engineer on escalation and improvements.

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

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 (including 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 for connectivity/performance issues.
• Participate in on-call rotation for critical IT outages and emergent duties.
• Own employee onboarding and offboarding end to end, including account creation and license management.

Skills

IT support

Hybrid workforce

Customer service

On-call rotation

End user support

Tools

Microsoft Intune

MDM

DNS

DHCP

VPN

SharePoint

Job description

WRA, Inc. is seeking an IT Operations Specialist to help build its in-house IT and cybersecurity functions.

You will serve as the frontline IT resource for roughly 100 full-time employees, primarily distributed throughout the Bay Area, with hybrid in-office expectations. Role covers service desk, IAM, asset management and documentation, working with the Director of Information Technology & Cybersecurity and a Senior Systems Engineer on escalation and improvements.