IT Operations Specialist

We’re currently hiring an IT Operations Specialist as WRA builds its new internal IT & Cybersecurity functions. We are actively transitioning from an MSP model to a fully in-house model, and this role will operate under the guidance of our Director of Information Technology & Cybersecurity. 

In this role, you will act as the front-line support person serving our roughly 100 full-time employees primarily distributed throughout the Bay Area.  

This role is critical in ensuring our staff can perform their daily duties. You will be highly autonomous when providing general IT services, and work alongside a Senior Systems Engineer as your escalation point for complex issues and occasionally work with your Director to improve our technology stack and capabilities. 

To be considered for this role, candidates must reside within approximately 45 minutes of our Northern California offices in San Rafael or Emeryville. This role is Hybrid with an expectation to be in-office 1 to 2 days a week on average with travel to our San Diego office 1 to 2 times per year. 

In this role, you will be responsible for:

Service Desk 

• Own the intake, triage, management and resolution of employee support requests. 

• Maintain ticket hygiene throughout the lifecycle of all requests. 

• Troubleshoot Windows endpoints, mobile devices, file collaboration platforms, printing and Microsoft 365 (including SharePoint, OneDrive, Word, Excel, PowerPoint, etc) 

• Provide general break/fix services for WRA-issued assets. 

• Provide on-site support in our offices as required, including (but not limited to) hardware swaps, replacing peripherals, supporting conference room equipment and providing AV support for quarterly on-site meetings. 

• Engage with our specialized teams who may report connectivity or performance issues. 

• Participate in on-call rotation for critical but rare IT outages and other emergent duties.  

Identity & Access Management  

• Own employee onboarding and offboarding end to end, including account creation, group memberships, device deployment, license management, etc, so that new employees are ready on day one and departing employees are properly decommissioned. 

• Administer basic IAM functions, including creating and managing Guest accounts, MFA recoveries, change of group memberships, etc. 

• Assist the Director with the administration of security awareness training programs, including follow-ups and remediation assignments.