Job Description

What’s in it for you?

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, and help desk support. IT Operations collaborates closely with the Cloud Infrastructure Operations team to ensure secure access to systems for all employees.

Impact In This Role

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, and SaaS Management to triage, troubleshoot, and resolve Level 1 issues. Success in this role will be measured by ticket resolution time, customer satisfaction, and your ability to escalate complex issues effectively while contributing to knowledge base documentation and supporting cross-functional IT projects such as new employee onboarding, hardware lifecycle management, and company-wide security initiatives.

What You’ll Be Doing

• 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.
  

Desired Traits

• 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.

Fictiv is continuing to expand our remote US workforce. Recent hires include professionals located in:

Arizona (AZ), California (CA), District of Columbia, (DC), Delaware (DE), Florida (FL), Georgia (GA), Hawaii (HI), Iowa (IA), Illinois (IL), Indiana (IN), Kansas (KS), Massachusetts (MA), Maryland (MD), Michigan (MI), Minnesota (MN), Missouri (MO), North Carolina (NC), New Hampshire (NH), New Jersey (NJ), Nevada (NV), Ohio (OH), Oregon (OR), South Carolina (SC), Texas (TX), Tennessee (TN), Utah (UT), Virginia (VA), Washington (WA), West Virginia (WV), Wyoming (WY)

Interested in learning more? We look forward to hearing from you soon.