Huntress

IT Operations Specialist

Huntress

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $70,000 - $85,000 per year

Job Level

Mid-LevelSenior

Tech Stack

Cyber SecurityMacOS

About the role

  • Provide comprehensive hardware and software support, utilizing remote tools to diagnose, troubleshoot, and resolve technical issues for employees; act as a point of escalation for complex or unresolved technical issues.
  • Maintain, support, scale, and ensure the optimal performance, availability, and security of SaaS systems, hardware, and software applications.
  • Implement and maintain system configurations, updates, and patches, ensuring adherence to Huntress security policies and security best practices.
  • Own and administer specific IT systems or tools (e.g., license management platforms, mobile device management, remote access tools).
  • Conduct regular system monitoring and performance optimization; analyze trends in helpdesk tickets and technical issues to proactively identify root causes and implement long-term solutions.
  • Work closely with cross-functional teams and stakeholders to plan, execute, and implement system upgrades, enhancements, integrations, and training initiatives.
  • Mentor and support junior HelpDesk Administrators by sharing knowledge, pairing on complex tickets, and reinforcing best practices.
  • Evaluate and improve internal IT support processes and workflows to enhance effectiveness, efficiency, and security.
  • Lead or contribute to IT-focused projects, offering insights from both systems and helpdesk perspectives, and assisting with rollouts of new tools or policies.
  • Document and maintain accurate records of system configurations and changes; ensure all IT documentation (including end-user guides and system procedures) is continuously improved by identifying gaps, driving updates, and contributing new resources.
  • Provide exceptional technical guidance, customer service, and support to end-users and employees globally.
  • Assist in developing, implementing, and refining IT policies and procedures.
  • Stay current with evolving security threats and IT best practices; propose updates or safeguards to existing policies or user workflows.
  • Represent IT in cross-functional discussions and project meetings, acting as a liaison with other departments.
  • Participate in internal audits or compliance initiatives by providing documentation, workflows, and system/process knowledge as needed.
  • Provide a world-class new hire and onboarding experience from a technical perspective.
  • Support the rapid growth of the organization from both a technical and customer service perspective.

Requirements

  • Associate's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
  • 5+ years of progressive experience in IT, with a strong background in both systems management and senior/escalation-level helpdesk support.
  • Proven track record in providing comprehensive hardware and software support, with strong troubleshooting skills to diagnose and resolve complex technical issues efficiently.
  • Experience in maintaining, supporting, and scaling SaaS applications and managing IT infrastructure components.
  • Strong working knowledge of endpoint management, identity & access management (IAM), and/or Mobile Device Management (MDM) platforms.
  • Solid understanding of security best practices for corporate and SaaS environments.
  • Proficient knowledge of Windows 10/11 and macOS operating systems.
  • Experience with Google Workspace (formerly G Suite).
  • Demonstrated experience in mentoring peers or junior team members.
  • Experience in process development, optimization, and improving operational workflows.
  • Ability to own and administer IT tools or systems, including evaluation, configuration, and rollout.
  • Excellent communication and interpersonal skills, with the ability to effectively convey technical information to both technical and non-technical individuals.
  • Exceptional customer service skills and a proactive, solutions-oriented mindset.
  • Strong organizational and multitasking abilities, with the capacity to prioritize and manage multiple tasks simultaneously in a fast-paced, remote environment.
  • Growth-oriented, resourceful, and committed to staying up-to-date on IT support, cybersecurity, and user experience best practices.
  • Certifications such as CompTIA A+, Security+, Network+, Microsoft 365 Associate, or Google IT Support Professional are a plus.
Benefits
  • 100% remote work environment - since our founding in 2015
  • Generous paid time off policy, including vacation, sick time, and paid holidays
  • 12 weeks of paid parental leave
  • Highly competitive and comprehensive medical, dental, and vision benefits plans
  • 401(k) with a 5% contribution regardless of employee contribution
  • Life and Disability insurance plans
  • Stock options for all full-time employees
  • One-time $500 reimbursement for building/upgrading home office
  • Annual allowance for education and professional development assistance
  • $75 USD/month digital reimbursement
  • Access to the BetterUp platform for coaching, personal, and professional growth

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
hardware supportsoftware supporttroubleshootingSaaS applicationsendpoint managementidentity & access managementMobile Device ManagementWindows 10macOSprocess development
Soft skills
communicationinterpersonal skillscustomer servicementoringorganizational skillsmultitaskingsolutions-oriented mindsetproactive approachcollaborationleadership
Certifications
CompTIA A+Security+Network+Microsoft 365 AssociateGoogle IT Support Professional