[Hiring] IT Operations Support @Fictiv

Role Description

The Information Technology Operations (IT Operations) team provides critical operational support for all technology systems. This team covers:

• New IT network setup for LAN/WAN/VPC/VPN
• Desktop hardware configuration and roll-out
• Desktop software management
• Access control
• Security training
• Help desk support

As IT Operations Support, you will report to the IT Operations Manager. In this entry-level position, you will serve as the first point of contact for employee and partner IT support requests. You will leverage your foundational knowledge of:

• IAM
• Network Administration
• Security Event Management
• SaaS Management

Success in this role will be measured by:

• Ticket resolution time
• Customer satisfaction
• Your ability to escalate complex issues effectively
• Contributing to knowledge base documentation
• Supporting cross-functional IT projects

Qualifications

• Associate Degree in Technology, Engineering, Computer Science, or Technical Trade School
• 2 - 7 years of experience in an IT help desk or support role
• Basic understanding of IAM concepts, including user provisioning and SSO
• Familiarity with SaaS administration (Google Workspace, Entra, Microsoft Teams, Slack, Zoom, or similar)
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN)
• Familiarity with ticketing systems (e.g., Jira Service Management, ServiceNow, Zendesk)
• Strong communication and customer service skills with a patient, helpful demeanor
• Ability to document issues clearly and contribute to the knowledge base content
• A solid understanding of or willingness to learn SOC 2 compliance practices
• Technical certifications (CompTIA A+ / Network+ / Security+) are a plus
• Experience with Okta or Entra administration is a plus
• Experience with MDM solutions (Kandji, Iru, Jamf, or similar) is a plus
• Experience administering Google Workspace, Entra, Microsoft Teams, Slack, Zoom, or Office 365 for a large-size company is a plus

Requirements

• Serve as the first point of contact for employee IT support requests via ticketing system, email, phone, and in-person
• Triage and resolve Level 1 support tickets related to hardware, software, networking, and account access issues
• Assist with user account provisioning, password resets, and access management in Okta, Entra, and Google Workspace
• Support onboarding and offboarding processes, including laptop setup, account creation, and equipment collection
• Assist senior engineers with integrating SaaS platforms into Okta and Entra (including Amazon Web Services, Salesforce, Greenhouse, and more)
• Help manage and troubleshoot current SaaS platforms (including Google Workspace, Zoom, Slack, Microsoft Teams, Iru MDM, and more)
• Perform basic network troubleshooting for LAN/WAN/VPN connectivity issues and escalate complex problems to senior team members
• Assist with on-site deployment and maintenance of Networking Services utilizing Cisco Meraki and FortiGate equipment under senior guidance
• Support site location deployments of Security and Facility Access Controls using Avigilon and video monitoring equipment
• Maintain and update hardware inventory tracking, including assignment, provisioning, and surplus tracking
• Contribute to the development and maintenance of IT Operations run-books and knowledge base articles
• Follow security policies and procedures to support SOC 2 compliance
• Assist with monitoring SIEM dashboards and escalating security alerts to senior team members
• Provide desktop hardware configuration, software installation, and roll-out support for employees
• All employees are expected to maintain and contribute to the QMS

Benefits

• Opportunity to work in a collaborative and innovative environment
• Support for professional development and growth
• Inclusive company culture that values diverse perspectives