IT Operations Analyst
5+ years
United States
Full-time
Remote
1 month ago
About the role
Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.
About the Opportunity
There is a quiet satisfaction in closing a ticket cleanly. Not just resolving the issue — but leaving the person on the other end feeling like they were heard, helped, and didn't have to explain themselves twice. Experience with a queue is essential. Understanding what it means to triage well, communicate clearly under pressure, and remain patient when the person on the other end is not, is key.
The organization is building an AI-native IT automation platform that combines technology with a human touch. The "human touch" part isn't a tagline — it's the job. Help Desk Analysts are the individuals who make that real for customers every day. This role involves working directly with end users, collaborating with customer IT teams, and partnering with Engineering to improve the workflows that reduce toil for everyone. The work performed shows up immediately, in real customer experiences, across companies that depend on the organization to keep things running.
This is a hands-on role. The individual will be in the queue, on the tools, and in the conversation — covering shifts across a 24/7/365 support operation. If the desire is to do real support work at a company where support actually matters, this is the opportunity.
What the Company Offers
Key Responsibilities
Required Qualifications
Preferred Qualifications
The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.
About the Opportunity
There is a quiet satisfaction in closing a ticket cleanly. Not just resolving the issue — but leaving the person on the other end feeling like they were heard, helped, and didn't have to explain themselves twice. Experience with a queue is essential. Understanding what it means to triage well, communicate clearly under pressure, and remain patient when the person on the other end is not, is key.
The organization is building an AI-native IT automation platform that combines technology with a human touch. The "human touch" part isn't a tagline — it's the job. Help Desk Analysts are the individuals who make that real for customers every day. This role involves working directly with end users, collaborating with customer IT teams, and partnering with Engineering to improve the workflows that reduce toil for everyone. The work performed shows up immediately, in real customer experiences, across companies that depend on the organization to keep things running.
This is a hands-on role. The individual will be in the queue, on the tools, and in the conversation — covering shifts across a 24/7/365 support operation. If the desire is to do real support work at a company where support actually matters, this is the opportunity.
What the Company Offers
- A position at the center of a product where IT support isn't a cost center — it's the whole point.
- Direct exposure to automation and AI workflows that are actively changing how IT support gets done.
- Collaboration with analysts, engineers, and customer IT teams who take quality seriously and share their knowledge.
- Opportunity to build expertise across a broad technical stack in a fast-moving environment.
Key Responsibilities
- Deliver prompt, high-quality technical support to end users — diagnosing and resolving issues across productivity tools, operating systems, and identity and access management.
- Communicate clearly and professionally with customers through every interaction, including the complicated ones.
- Collaborate with Engineering to develop and improve IT automation workflows that reduce manual work over time.
- Participate in shift rotations as part of a 24/7/365 support operation.
Required Qualifications
- 2+ years of experience in an IT support role.
- Working knowledge of productivity tools, including Google Workspace, Microsoft 365, and Slack — and the ability to troubleshoot and explain them to others.
- Working knowledge of Windows and macOS for diagnosing and resolving common issues.
- Working knowledge of help desk and ticketing systems, including tools like Jira, ServiceNow, and Freshdesk.
- Working knowledge of identity and access management practices and tools.
- Working knowledge of TCP/IP and common network protocols, with the ability to address typical network issues.
- Familiarity with Mobile Device Management platforms.
- Clear written and verbal communication skills; the ability to explain technical issues to non-technical people without making them feel small.
- Strong instincts for prioritization and decision-making when multiple things need attention at once.
- A collaborative working style — effectiveness across teams, time zones, and organizational boundaries.
Preferred Qualifications
- Experience with JAMF is a plus.
The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.