Own and manage the IT support queue in Jira Service Management, ensuring SLA compliance and high customer satisfaction scores
Administer user accounts and access across Okta, Google Workspace, Slack, Zoom, and other corporate applications
Execute employee onboarding and offboarding processes with attention to security, compliance, and user experience
Provide local IT support for office employees including in-person troubleshooting, conference room setup, and hardware support
Build workflow automations in JSM, Okta Workflows, and iPaaS tools to reduce manual work and improve efficiency
Create and maintain IT documentation, SOPs, and knowledge base articles for self-service
Travel periodically to other offices or company events to provide onsite support
Partner with cross-functional teams (Security, Finance, Marketing/Events, People) to ensure exceptional employee IT experience
Contribute to IT projects and strategic initiatives while maintaining day-to-day support excellence

3-5 years of experience in IT support or operations roles
Hands-on Okta administration including user provisioning, SSO configuration, group management, and app assignments
Google Workspace administration including user management, groups, Drive administration, and security settings
Jira Service Management (or similar ticketing platforms like Zendesk, Freshservice, ServiceNow) with demonstrated SLA management
Slack and Zoom administration for user management and configuration
Strong understanding of onboarding & offboarding processes with ability to translate business needs into technical requirements
Proven ability to meet and maintain SLAs in a support queue environment
Experience building automations in workflow tools (Okta Workflows, Zapier, Make, or similar iPaaS platforms)
macOS support expertise including troubleshooting, configuration, and user training
Understanding of identity and access management concepts (SSO, SAML, SCIM, OAuth)
Strong written and verbal communication skills for user-facing support across all levels including executives
Detail-oriented with excellent organizational and documentation skills

IT Systems Engineer, Operations

Key skills