Information Technology Operations Analyst

Information Technology Operations Analyst We are seeking a proactive and detail-oriented IT Systems & Operations Analyst to support internal IT services and ensure consistent service delivery across a multi-state organization. Reporting to the Director of IT, this role will contribute to the stability and scalability of IT operations by executing change activities, managing service requests, and maintaining infrastructure standards in alignment with ITIL-based best practices. You will act as a key point of coordination between internal customers and external vendors, supporting incident resolution, service‑level adherence, and operational process improvement. The ideal candidate is service‑focused, documentation‑driven, and capable of operating within a structured IT Service Management (ITSM) framework to deliver measurable outcomes in a dynamic, multi‑site environment.

Key Responsibilities

Collaborate with the MSP to ensure consistent end‑user support and adherence to service level expectations

Monitor ticket handoffs, track escalations, and help maintain accountability across internal and MSP‑handled requests

Maintain and improve SOPs and documentation related to support processes, asset onboarding/offboarding, and service transitions

Support general IT vendor relationships, including coordination with software, telecom, and service providers for tickets, renewals, and escalations

Support internal configuration and compliance using Microsoft Intune and JAMF for Windows and macOS devices

Assist with standardizing device naming, imaging, and asset tagging across locations

Perform device audits and contribute to lifecycle tracking and inventory management

Assist in managing user identities, groups, and licensing within Entra ID (Azure AD)

Support cleanup and standardization of Microsoft 365 license usage, particularly in transitioning from Business to Enterprise SKUs

Help monitor license assignments, usage, and reporting

Coordinate with MSP and ISPs for connectivity or network‑related issues

Document current site setups and assist in driving standardization across facilities

Monitor alerts or basic diagnostics related to local equipment (e.g., switches, Wi‑Fi)

Assist in hardware/software procurement tracking, including vendor quotes and order follow‑up

Maintain accurate IT asset inventory and contribute to asset lifecycle workflows

Qualifications

Bachelor’s degree in Information Technology, Computer Science, or a related field — or equivalent work experience and relevant technical certifications (e.g., M365, JAMF, CompTIA)

Minimum 3 years of IT experience, preferably in a distributed or multi‑location environment

Strong interpersonal skills and customer service orientation

Highly self‑motivated

Ability to translate business needs into technology solutions

Ability to present ideas in business‑friendly and user‑friendly language

Travel is required up to 25%

Location within Austin, TX or New England areas preferred

Familiarity with

Microsoft 365 and Entra ID (Azure AD) administration

Microsoft Intune and/or JAMF for device management

Windows and macOS endpoint support

Basic understanding of networking (LAN/WAN, switches, ISPs)

Preferred Skills

Experience working alongside or managing workstreams with an MSP or external IT support firm

Exposure to Microsoft 365 license management (Business vs Enterprise SKUs)

Familiarity with security best practices and remote device compliance

Experience creating SOPs, asset documentation, and process workflows

Seniority level Mid‑Senior level

Employment type Full‑time

Job function Information Technology

Industries Hospitals and Health Care

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