IT Operations Specialist

Wra Ca; San Francisco (CA); Hybrid; USD 70,000 - 80,000; Full time

Job summary

WRA is hiring an IT Operations Specialist to support a growing IT and cybersecurity function. You will act as the frontline support for ~100 full-time employees, primarily in the Bay Area, with hybrid work and occasional travel to the San Diego office.

You will work under the Director of Information Technology & Cybersecurity, operate autonomously, and escalate to a Senior Systems Engineer as needed. This role requires on-site presence 1–2 days per week in Northern California offices.

Qualifications

• 3–5 years of direct IT experience supporting a hybrid/remote workforce of 50+ employees.
• 2+ years performing Tier 2 duties in a fast-paced environment.
• Be local to the Bay Area and able to be on-site at San Rafael, Emeryville or Petaluma offices.

Responsibilities

• Own the intake, triage, management and resolution of employee IT support requests.
• Maintain ticket hygiene throughout ticket lifecycle.
• Troubleshoot Windows endpoints, mobile devices, and Microsoft 365 apps (SharePoint, OneDrive, Word, Excel, PowerPoint).
• Provide general break/fix services for WRA-issued assets and on-site support as needed, including AV setup for on-site meetings.
• Engage with specialized teams for connectivity/performance issues and participate in on-call rotation.

Skills

Intune MDM

Networking basics

Endpoint management

Customer service

Tools

Microsoft 365

SharePoint/OneDrive/Office apps

Unifi Network & Protect

AutoCAD

ArcGIS

Bluebeam

Adobe Acrobat

Job description

We’recurrently hiringanITOperationsSpecialistas WRAbuildsits new internal IT & Cybersecurity functions. We are actively transitioningfrom an MSP model to a fully in-housemodel,and this role willoperateunder the guidance of our Director of Information Technology & Cybersecurity.

In this role, you will act as thefront-linesupport person serving ourroughly 100full-time employees primarily distributed throughout the BayArea.

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

Service Desk

• Own the intake, triage,managementand resolution of employee support requests.
• Maintain ticket hygiene throughout the lifecycle of all requests.
• Troubleshoot Windows endpoints, mobile devices, file collaborationplatforms,printingand 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 (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.

Identity & Access Management

• 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 properlydecommissioned.
• Administer basicIAM 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.

Asset Management

• Maintainasset inventoryincluding general inventory management, loaner pools,peripherals,and e-waste.
• Continuously ensure WRA-issued devices arecompliant with ourhardware lifecycleand warrantypolicies;coordinating and planning hardware upgrades with minimal disruption to our employees.

Documentation & Ongoing Improvement

• Helpidentifyareas of improvement in our processes which youare responsible forexecuting.
• 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.”

Experience & Location

• 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 BayAreaand be able to be on-site at our San Rafael,Emeryvilleand Petaluma offices.

Technical Skillset

• Understandendpoint administration with Microsoft Intune or a comparable MDM platform, supporting Windows devices and mobile devices.
• Be competentin core networking principles, including DNS, DHCP, VPN connectivity, and Wi‑Fi connectivity, with the ability to isolate connectivity issues utilizing these concepts.
• General understanding of cloud‑hosted virtual desktops and ability to pinpoint performance and connectivity issues.
• Must understand when it’s appropriate to escalat[e] an issue and when to ask for help.

How You Work

• Ability to operate independently where appropriate as part of a lean team.
• A zero‑trust security mindset and demonstrate that through the methods you provide IT service.
• Strong customer service skills and the ability to translate complex technical issues into plain language that anyone can understand.

Physical Requirements

• Able to perform physical duties, that may include lifting upto 50lbs, climbing ladders indoors, crawling under furniture and reaching behind wall‑mounted equipment.

Bonus Points for

• Familiarity with industry standard frameworks, such as CMMCL1/L2, NIST SP 800‑171, CCPA, SOC 2, ITSM,orITIL.
• Holding industry‑standard certifications, including ITIL Foundation, CompTIA A+, Network+, Security+or any relevant Microsoft certifications.
• Experience administering Unifi Network and Protect.
• Supporting CAD and GIS applications, such as AutoCAD, Civil3D,ArcGISorspatial datasets.
• Supporting markup tools, including Bluebeam and Adobe Acrobat.
• Experience supporting Egnyte, Deltek VantagePoint or Elevia.

WRA has an established internal leveling system for our staff that maps to salary bands that have been informed by market data. Our leveling system is dependent on years of relevant industry experience, education, and the level of responsibility and autonomy at which you’re expected to operate.

We have posted a salary range that corresponds to the appropriate level for this position. In your first conversation with our recruiter, we will discuss leveling and compensation with you to make sure that our expectations are aligned.

*The salary range for this position is $70,000-$80,000.

Who are we?

WRA’s an employee‑owned environmental consultancy. We are a tenacious team of planners, engineers, and scientists, and we aim to leave the lands we love better than we found them.

Our clients and partners hire us because we’re skilled at navigating through challenging projects involving wildlands, parks, community spaces, and infrastructure. We bring over four decades of expertise, long‑standing relationships, and connections to our local communities to make sure that projects are pursued in responsible ways where both people and the environment thrive.

As an organization, we believe that independence and interdependence are not mutually exclusive. We invest in systems, processes, and employee programs to support our staff’s collective engagement and success. At the same time, we encourage our employees to operate with an ownership mindset, taking responsibility for outcomes and being true to our commitments.

WRA’s company vision is to cultivate a sustainable future where people and the environment thrive, and that effort starts first with our staff. We are committed to building a diverse, equitable, and inclusive work environment, and we have developed flexible policies, internal practices, and are investing in programs that prioritize learning and sustainability. We aim to create conditions that allow employees to prioritize their families, lead healthy and balanced lives, and to bring their authentic selves to work every day. We believe that by creating an exceptional workplace, our employees will be able to do their best work and be able to meaningfully contribute to the sustainability of the environment and the communities in which we live.

WRA is an equal opportunity employer, and we are committed to creating a diverse environment. We recruit, employ, train, compensate and promote regardless of race, religion, color, national origin, gender, sexual orientation, disability, age, veteran status, and other protected status as required by applicable law.