IT Operations Associate

Personified Tech; United States; Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

Remote work environment

Competitive pay

Healthcare contributed by employer

401K with company match

Cell phone stipend

Learning & development stipend

Job summary

Personified is seeking an IT Operations Associate to support day-to-day tech operations for our client base. This remote role focuses on onboarding, offboarding, and tech procurement, with multiple client touchpoints via email, Slack, and virtual meetings.

You’ll document procedures, improve workflows, and collaborate with client staff across IT, Operations, and HR. A strong customer-service mindset and 2+ years in a similar role are required.

Qualifications

• 2+ years in a customer-facing role
• Strong organizational and detail orientation
• Comfort with email, Slack and virtual meetings

Responsibilities

• Supporting onboarding, offboarding, and tech procurement processes and procedures for 50 to 60 clients.
• Maintaining documentation for IT operations procedures and client playbooks.
• Assisting to improve existing IT operations systems and workflows.
• Collaborating with client staff to ensure clear communication at IT/Operations/HR intersections.
• Responding to IT operations support tickets via email and Slack.
• Documenting client requests to track progress and identify issues.
• Handling ad hoc admin IT requests related to onboarding/offboarding/procurement.
• Co-facilitating client data security training with other staff.
• Performing other duties as needed.

Skills

Customer service

Operational processes

Communication skills

Attention to detail

Tools

Slack

Google Meet

Zoom

Ticketing system

Job description

Who We Are

We’re Personified: a managed IT + cybersecurity services provider for campaigns, non-profits, and mission-aligned organizations. Our mission is to lead technology and security programs for our clients, enabling them to focus on their mission-critical work.

We act as an extension of our client teams — we handle all the responsibilities a traditional internal IT team would. We’re in our clients’ Slacks, we’re on a first-name basis with them (and their pets), we’re new hires’ first point of contact, and we’re the first stop for tech and cybersecurity issues. We aim to build trust, and we leverage this to keep the bad actors out.

Some of the biggest names in the progressive space have leaned on us as their trusted IT + cybersecurity partner. We are looking for top IT talent as we continue to scale our team.

About the Role

The IT Operations Associate assists in running day-to-day technology operations for our clients, with a focus on providing outstanding onboarding and offboarding experiences via email, Slack and virtual meetings (ex. Google Meet, Zoom). This position is remote.

The IT Operations Associate is responsible for supporting and implementing our clients’ processes and procedures surrounding onboarding, offboarding, and tech procurement.

The ideal candidate is:

• - Skilled at executing and improving on operational processes
• - Highly responsive
• - Comfortable communicating with clients from start to finish and
• - Obsessed with process and detail

The ideal candidate has:

• - Impeccable customer service skills
• - An ability to prioritize and complete tasks in a fast-paced environment

This position reports to the IT Operations Manager.

Key Responsibilities

• - Supporting and implementing onboarding, offboarding, and tech procurement processes and procedures for 50 to 60 clients.
• - Supporting the maintenance of documentation for IT operations procedures and policies, including an IT Operations Playbook for each client.
• - Assist with improving upon existing IT operations systems and workflows.
• - Working closely with client points of contact staff to ensure clear communication and effective processes surrounding the intersection of IT, Operations, and HR.
• - Responding to IT operations support request tickets via email, Slack, and ticketing system.
• - Documenting client requests to track progress to completion, identifying chronic problem areas, and ensuring a high level of customer service.
• - Processing administrative IT requests from clients on an ad hoc basis as it relates to onboarding, offboarding, and tech procurement.
• - Co-facilitate client data security training alongside other Personified staff.
• - Other duties as needed.

Skills + Experience

We are seeking an individual with 2+ years of experience in a customer-facing role, with a proven track record of providing great customer experiences. Our ideal candidate is highly organized, responsive, and detail-oriented. The candidate must be comfortable interacting with clients and their staff through email, Slack and virtual meetings.

It’s important that the individual who fills this role is a self-starter and a team player. Additionally, we’re looking for a team member who can pick up new systems and technical concepts quickly and can provide suggestions to improve upon current operational workflows and processes.

Benefits

• - Remote work environment
• - Competitive pay
• - Healthcare packages contributed to by Personified
• - Optional 401K matched by Personified
• - Cell phone stipend
• - Annual learning & development stipend