IT Operations Specialist

Aquia is looking for a detail-oriented and proactive IT Operations Specialist to serve as the backbone of our internal technology environment. This is a fully internal, remote, non-billable role; you will never be customer-facing. Instead, your mission is to make sure every Aquia employee has the devices, tools, access, and documentation they need to do their best work, securely and reliably.

You will own the day-to-day IT help desk function, manage our endpoint and SaaS tooling ecosystem, and partner closely with our IT Operations Distinguished Engineer on company-wide infrastructure and technology initiatives. As Aquia scales, this role is positioned to take on increasing ownership, including approval authority over technology adoption decisions such as AI tool usage.

Key Responsibilities

Endpoint & Device Management

• Provision, configure, and maintain employee laptops and workstations across macOS and Windows platforms.
• Administer and enforce endpoint security policies via Sophos, ensuring compliance across the fleet.
• Manage device lifecycle in ManageEngine (MDM/UEM), including enrollment, patching, policy enforcement, and decommissioning.
• Maintain accurate inventory of all hardware assets; coordinate procurement, shipping, and return logistics for remote employees.

IT Help Desk & Support

• Serve as the primary point of contact for internal IT support requests, triaging and resolving tickets in a timely manner.
• Develop and refine ticket workflows and SLAs to maintain high employee satisfaction and operational efficiency.
• Troubleshoot hardware, software, connectivity, and access issues across the employee base.
• Escalate complex issues to the IT Ops Distinguished Engineer or external vendors as appropriate.

SaaS Administration & Provisioning

• Own user provisioning, deprovisioning, and access management across core internal SaaS platforms, including:
• Atlassian (Jira, Confluence)
• Slack
• Google Workspace
• Other internal productivity and security tooling as the portfolio grows
• Conduct periodic access reviews and ensure least-privilege principles are applied across all platforms.
• Serve as the primary vendor contact for supported SaaS tools; manage license tracking, renewals, and cost optimization.
• Evaluate and onboard new internal tools in coordination with the IT Ops Distinguished Engineer and relevant stakeholders.

Technology Policy & AI Tool Oversight

• Develop familiarity with Aquia's internal technology policies and enforce consistent application across the organization.
• Serve as an approver for employee requests to adopt or use AI tools internally, applying company policy and security guidance to approval decisions.
• Stay current on the AI tooling landscape to make informed, practical recommendations.

Documentation

• Create and maintain clear, accurate internal IT documentation: runbooks, onboarding guides, how-tos, configuration records, and process documentation.
• Ensure documentation is kept current as systems and processes evolve.
• Proactively identify gaps in documentation and fill them.

Internal IT Initiatives

• Collaborate with the IT Ops Distinguished Engineer on company-wide infrastructure projects, process improvements, and technology evaluations.
• Contribute to the planning and execution of internal IT roadmap items, including tooling consolidation, security hardening, and operational scalability.
• Represent the employee experience perspective in IT decision-making.

Qualifications

Required

• Candidates must be based in the United States and able to pass a background check. Sponsorship is not available for this role.
• 3–5+ years of experience in IT operations, systems administration, or a closely related role.
• Hands-on experience with MDM/UEM platforms (ManageEngine or equivalent such as Jamf, Intune).
• Experience administering endpoint security tooling (Sophos, CrowdStrike, or similar).
• Proficiency administering Google Workspace and Slack at an organizational level. Experience with O365 will be considered as a substitute.
• Experience with Atlassian products (Jira, Confluence) at an administrative level.
• Strong troubleshooting skills across macOS and Windows environments.
• Excellent written communication skills; demonstrated ability to write clear technical documentation.
• Highly organized, self-directed, and comfortable managing competing priorities in a remote-first environment.

Preferred

• Experience in a fully remote consulting, professional services, or federal IT environment.
• Experience with IT asset management and software license tracking.
• Exposure to evaluating or governing AI tool usage in an organizational context.
• Exposure to a major cloud platform (AWS, Azure, or GCP); a plus but not required.
• IT certifications (CompTIA A+, Google IT Support, ITIL Foundation, or equivalent).