[Hiring] IT Ops Engineer @Fresh Prints

Role Description

You will be the IT backbone for a 75-person fully remote company, growing conservatively over the next 12 months. You will own end-to-end IT operations — from the laptop that shows up at a new hire's door, to the automations that provision their accounts, to the LLM-powered internal tools that make the whole function scale. You will also own day-to-day IT compliance and governance execution in partnership with the Director of InfoSec. This is a builder's role wearing a support hat, not the other way around.

Core Responsibilities

• Run day-to-day IT help desk for ~75 employees (and growing), resolving 75+ tickets per week across software access, account provisioning, laptop issues, and general IT support.
• Own the full laptop lifecycle — vendor pricing, procurement, Kandji-managed deployment, refreshes, and retrieval from voluntary and involuntary terminations.
• Build and maintain automations across Zapier, Okta, Google Workspace, Jira, and Slack to eliminate repetitive IT work.
• Develop internal tools and scripts that call LLM APIs (Anthropic, OpenAI, Gemini) to automate ticket triage, documentation, onboarding checklists, and other IT workflows.
• Execute IT compliance and governance work in partnership with the Director of InfoSec — access reviews, evidence collection for SOC 2 and similar audits, policy enforcement in Okta and Kandji, and offboarding verification.
• Partner with the Director of InfoSec and CFO to track software renewal dates, negotiate pricing, and flag consolidation opportunities.
• Manage the Kandji, Okta, Jira, SentinelOne, and Google Workspace tool stack — configurations, integrations, and policy maintenance.
• Execute employee onboarding and offboarding IT workflows with same-day turnaround.
• Document everything — runbooks, automation logic, vendor contacts, asset inventory.

Qualifications

• 3+ years in IT operations, IT support engineering, or a similar role at a remote or distributed company.
• Hands-on experience with an MDM platform for an Apple-based workforce (Kandji / Iru strongly preferred; Jamf or Intune acceptable).
• Hands-on experience administering an IdP (Okta preferred) — SSO configuration, SCIM provisioning, lifecycle policies.
• Proven scripting ability in Python, JavaScript, or Bash — able to read and write code that calls REST APIs, not just run existing scripts.
• Experience with SentinelOne or similar EDR tooling.
• Demonstrated experience building production automations in Zapier, Make, or equivalent iPaaS tools.
• Experience calling LLM APIs (Anthropic, OpenAI, Gemini) from scripts or internal tools to automate work — this is a hard requirement, not a nice-to-have.
• Experience supporting IT compliance programs (SOC 2, ISO 27001, or similar) — access reviews, audit evidence collection, and policy enforcement from the IT control side.
• Experience managing laptop fleets remotely, including shipping logistics and retrieval from remote terminations.
• Strong written communication — this is a remote company and most support happens in Slack and tickets.

Nice-to-Have Qualifications

• Jira admin experience (workflows, automation rules, custom fields).
• Experience with a GRC platform (Vanta, Drata, Secureframe) for automated evidence collection.
• Prior experience at a company in the 75–250 employee range (you've seen what breaks at each stage).
• Vendor negotiation experience for SaaS renewals.

What Success Looks Like

• 30 days: Fully ramped on the ticket queue; inventory of existing automations and LLM tools documented; laptop refresh calendar current.
• 90 days: Onboarding and offboarding workflows fully automated end-to-end; first new LLM-powered internal tool shipped; renewal calendar owned.
• 6 months: Measurable reduction in repetitive tickets (target: 20–30%) through self-service and automation; cross-trained backup for help desk coverage established.