[Hiring] IT Operations Analyst @Fixify

Role Description

You get a quiet satisfaction from closing a ticket cleanly. Not just resolving the issue, but leaving the person on the other end feeling like they were heard, helped, and didn't have to explain themselves twice. You've worked a queue before. You know what it means to triage well, communicate clearly under pressure, and stay patient when the person you're talking to isn't.

At Fixify, we're building an AI-native IT automation platform that combines technology with a human touch. The "human touch" part isn't a tagline. It's the job. Our Help Desk Analysts are the people who make that real for our customers every day. You'll work directly with end users, collaborate with customer IT teams, and partner with Engineering to improve the workflows that reduce toil for everyone. The work you do shows up immediately, in real customer experiences, across companies that depend on us to keep things running.

This is a hands-on role. You'll be in the queue, on the tools, and in the conversation, covering shifts across a 24/7/365 support operation. If you want to do real support work at a company where support actually matters, this is it.

Qualifications

• 2+ years of experience in an IT support role.
• Working knowledge of productivity tools, including Google Workspace, Microsoft 365, and Slack.
• Working knowledge of Windows and macOS for diagnosing and resolving common issues.
• Working knowledge of help desk and ticketing systems, including tools like Jira, ServiceNow, and Freshdesk.
• Working knowledge of identity and access management practices and tools.
• Working knowledge of TCP/IP and common network protocols.
• Familiarity with Mobile Device Management platforms; experience with JAMF is a plus.
• Clear written and verbal communication skills.
• Strong instincts for prioritisation and decision-making.
• A collaborative working style.

Requirements

• Deliver prompt, high-quality technical support to end users.
• Communicate clearly and professionally with customers through every interaction.
• Collaborate with Engineering to develop and improve IT automation workflows.
• Participate in shift rotations as part of a 24/7/365 support operation.

Benefits

• 100% remote with flexible core working hours.
• Unlimited PTO plus 12 paid federal holidays.
• $150 monthly connectivity stipend.
• Participation in our 401(k) program.
• Option grants to purchase shares through Fixify's equity program.
• Medical, dental, and vision coverage with 100% of your deductible covered by Fixify.
• Paid parental leave for birth, adoption, or surrogacy.