Job Description

Job Location HeadQuarters CGM - Austin, TX 78717 Position Type Full Time Salary Range $75,000.00 - $85,000.00 Salary/year

SENIOR IT OPERATIONS ANALYST

(Full Time, Salary, Exempt)

Continental General - Austin, Texas

Looking to join a growing company dedicated to helping others? We offer that, plus competitive salaries, great culture, and a relaxed environment. This position allows for a hybrid work environment. Join our team to help make a difference in the lives of others!

About Continental General

Headquartered in Austin, Texas, Continental General was incorporated as a life, accident & health insurance company in 1961. Our family of companies and strategic partners provide administrative services to over 100,000 policyholders. We are committed to the continuous development of our infrastructure, processes, and our people. With each opportunity, we take a collaborative approach to address challenges and provide unique solutions. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an Employment Visa at this time.

The Senior IT Operations Analyst is responsible for ensuring the reliability, security, and performance of endpoint hardware and supporting backend systems while driving operational excellence through automation, proactive monitoring, and continuous improvement initiatives. This role combines advanced hands-on endpoint support with cloud operations and automation, serving as a senior escalation point and contributing to scalable, efficient IT service delivery.

This position participates in a rotating on-call schedule, providing after-hours support for critical incidents and ensuring timely response and resolution to minimize business impact.

Key Responsibilities

• Identify, troubleshoot, and resolve complex hardware and software issues, coordinating repair and replacement efforts with vendors and internal teams as needed.

• Serve as a Tier-2 escalation resource for Service Desk issues, providing advanced technical support and configuration for core applications and endpoint systems.

• Perform routine maintenance, updates, and health checks on endpoint hardware to ensure optimal performance, reliability, and security.

• Configure, deploy, and manage endpoint devices and software using tools such as Intune and NinjaOne.

• Remediate workstation vulnerabilities by patching and updating devices in alignment with security and compliance requirements.

• Monitor endpoint performance and system health, proactively identifying issues and optimization opportunities before they impact users.

• Track and manage IT assets, maintaining accurate records of inventory, assignments, locations, lifecycle status, and service history.

• Leverage cloud platforms and automation to reduce manual effort, improve operational efficiency, and enhance service delivery.

• Design and modify complex automation workflows or batch processes to streamline operations and improve system performance.

• Lead or contribute to RCA efforts and implement corrective and preventative actions.

• Ensure all system and endpoint changes adhere to established configuration and change management policies, including proper documentation and approvals.

• Maintain and continuously update technical documentation related to systems, processes, configurations, and asset management.

Qualifications

Qualifications:

• Bachelor’s degree in an IT-related field or equivalent professional experience.
• 5+ years of customer-facing technical support experience.
• 3–5 years in IT operations, focusing on IT troubleshooting, software deployment, and automation.
• Extensive knowledge of IT systems, infrastructure, and service management.
• Strong hands-on experience with AWS cloud services.
• Proven ability to manage and support end-user hardware across the asset lifecycle.
• Experience building automation and batch jobs.

What We Offer:

• Opportunity to shape and drive the future of a new business in a fast-growing company.
• A collaborative and innovative team culture.
• Professional growth opportunities

Benefits:

• Competitive Salary & Target Bonus Program
• Retirement Savings – 401(k) with a company match
• Comprehensive Healthcare – Medical (BlueCross BlueShield), company-paid dental, vision, short-term & long-term disability, and life insurance.
• Work-Life Balance – 20+ days of PTO, 10 paid holidays, and paid volunteer time off.
• Flexible Work Options & Perks – Hybrid and remote opportunities, wellness programs, and weekly paid lunch for onsite staff.
• Health Savings & Flexible Spending Accounts – Includes a company match for HSAs.