We're hiring an IT Operations Associate to be the go-to person for all things IT at our office. You'll own the help desk day-to-day, drive forward our active IT projects, and keep the office's physical tech - conference rooms, network, and devices - running smoothly. This role is in-office, 5 days a week. A lot of the work - meeting rooms, network, hardware, hands-on user support - only happens in person. You will also support our Houston office remotely. The most important thing we're looking for is an independent, resourceful problem-solver - someone who can run into a new issue, figure it out on their own without a lot of hand-holding, and resolve it quickly. Strong communication and collaboration matter just as much: you'll be working across the whole company, so you need to be someone people are glad to hear from when their tech is broken. What you will work on: Daily IT Operations & Help Desk (~50%) You own the help desk. This is the bread and butter of the role. • Serve as the point of contact for all IT support requests across the company • Own and triage the ticket queue end-to-end: troubleshoot, resolve, and close the loop with users • Respond rapidly to high-urgency incidents - when something's broken, you're on it • Onboarding and offboarding: provision laptops, accounts, and access on day one; deprovision cleanly on the last day • Handle access requests across our SaaS stack as they come in • Troubleshoot user issues across macOS, Windows, Google Workspace, Slack, Webex, Wi-Fi, and everything else employees touch • Set up new laptops, swap broken hardware, handle peripheral and accessory requests • Keep documentation and self-service guides current so the same question doesn't have to be answered twice IT Projects & Platform Ownership (~30%) You'll own and drive forward our IT platforms and the projects that move us forward. • Own the ongoing administration of our core IT platforms: MDM, SSO/identity, SentinelOne (EDR), and the rest of the SaaS stack • Partner cross-functionally to lead active initiatives: • Migrating to a new MDM platform • Finishing the CP360 rollout (currently ~75% implemented, with known gaps to close) • Defining and enforcing repeatable IT processes (onboarding/offboarding, access reviews, hardware lifecycle, incident response) • Partner with security on security projects, audits, and hardening initiatives • Identify recurring pain points and propose fixes that scale - kill repeat tickets at the root Office IT & Facilities (~20%) You own the physical IT footprint of the office. • Own the conference room and AV experience: Webex room kits, displays, cameras, microphones - every room "just works"; • Maintain office Wi-Fi and network infrastructure: tune access points, manage channel plans, optimize client roaming and handoff • Maintain in-office devices: printers, network gear, badge readers, and shared peripherals • Run hardware procurement through CDW; manage inventory and partner with Finance on IT asset tracking and spend • Coordinate with Facilities and outside vendors on installs, moves, repairs, and refresh cycles What we are looking for: The traits that matter most to us: • Independent problem-solver and resourceful. You can pick up an unfamiliar issue, dig into docs, vendor support, and your own debugging instincts, and get to a resolution quickly without needing to be walked through it. You know when to keep going and when to ask for help, but your default is to figure it out. • Strong communicator. You can explain a technical issue to a non-technical user with patience and clarity, write tickets and docs people can actually use, and keep stakeholders in the loop without being asked. • Genuinely collaborative. You partner well with teammates across the company - Security, People Ops, Finance, Facilities, external vendors - and people are glad to work with you. Experience and skills: • 2+ years in an IT support, help desk, or IT operations role • Comfortable being the only IT person in the room - you can scope, prioritize, and execute on your own • Strong fundamentals across macOS, Windows, and Google Workspace • Hands-on MDM experience (Jamf, Kandji, Intune, or similar) - bonus if you've executed an MDM migration • Experience with identity/SSO platforms (Okta, Entra ID, JumpCloud, or similar) • Experience administering an EDR/endpoint security tool (SentinelOne, CrowdStrike, or similar) • Practical Wi-Fi and networking troubleshooting skills: channels, RSSI, roaming, AP tuning • Comfortable owning conference room AV - Webex Rooms experience strongly preferred • Calm under pressure when high-urgency issues land • Process mindset - you spot what's ad-hoc today and turn it into something repeatable Nice to Haves • Scripting experience (Python, Bash, PowerShell, AppleScript) to automate repetitive work • Familiarity with security best practices and working alongside external security partners • Experience managing hardware procurement at scale through a reseller like CDW • Certifications such as CompTIA A+/Network+, Apple ACSP, or ITIL $120,000 - $140,000 a year Join our team and make a difference! 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