IT Operations Analyst

Summary

Citrus Health Group is an agency focused on patient-centered new product commercialization and related scientific, clinical, market access, and patient support services. The IT Operations Analyst ensures stable, reliable, and efficient end-user technology services by managing IT operations, Microsoft 365 support, user lifecycle processes, endpoint devices, security controls, and process improvements in a remote/hybrid environment.

Responsibilities

• Own intake, prioritization, and resolution of IT service requests across multiple channels (ticketing system, email, Teams)
• Manage workload against defined service levels and business priorities
• Resolve a broad range of technical issues across identity, collaboration platforms, and endpoint devices
• Identify recurring issues and contribute to process improvements and long-term solutions
• Collaborate with internal IT team and external partners (MSP) to ensure service continuity
• Provide advanced operational support for Microsoft 365 services: Outlook, Teams, OneDrive, SharePoint
• Manage and troubleshoot: Access requests and permissions (SharePoint / OneDrive) File access, sharing, and sync issues
• Support business adoption and effective use of collaboration tools
• Assist in maintaining governance standards and best practices
• Own end-to-end onboarding processes: Provision user accounts and assign licenses (Entra ID / Microsoft 365) Build, configure, and ship laptops to new hires, ensuring devices meet production and security standards Coordinate onboarding timelines, device delivery, and readiness across stakeholders Provide initial onboarding support (login, MFA, environment setup)
• Execute structured offboarding processes: Disable user accounts and remove access in accordance with security policies Coordinate device return, tracking, and disposition
• Ensure accuracy, completion, and timeliness of all lifecycle activities
• Manage the full lifecycle of endpoint devices: Build, configure, deploy, and refresh laptops using standardized processes Maintain device readiness and inventory alignment Support hardware troubleshooting and performance optimization
• Support Intune-managed environments: Device enrollment, compliance, and policy alignment Intermediate troubleshooting and issue resolution
• Maintain accurate ticket documentation including root cause and resolution details
• Contribute to the development and refinement of IT processes and standard operating procedures
• Create and update end-user documentation and internal knowledge base articles
• Identify opportunities to streamline onboarding, device provisioning, and support workflows
• Enforce IT security and access control standards: MFA setup and enforcement Identity verification and secure account management
• Ensure access aligns with least-privilege principles
• Identify and escalate potential security concerns (phishing, suspicious activity)
• Support compliance-related processes tied to user access and device management

Skills

• 3–5 years of experience in IT support, IT operations, or endpoint management
• Strong working knowledge of: Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) Windows 11 endpoint management and troubleshooting Entra ID (Azure AD) user and access management
• Experience with device provisioning, imaging, and shipping logistics
• Experience working within a ticketing system and SLA-driven environment
• Strong problem-solving and communication skills
• Ownership mindset with strong operational accountability
• Ability to manage competing priorities and deliver consistent outcomes
• Strong communication across technical and non-technical audiences
• Attention to detail and process discipline
• Proactive approach to problem-solving and continuous improvement
• Collaborative team player with sound escalation judgment
• Experience with Microsoft Intune and modern device management
• Experience supporting distributed/remote work environments
• Familiarity with SharePoint permissions and governance models
• Exposure to endpoint security and identity security tools (Defender, Conditional Access)

Qualifications

Must Haves

• 3–5 years of experience in IT support, IT operations, or endpoint management
• Strong working knowledge of: Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) Windows 11 endpoint management and troubleshooting Entra ID (Azure AD) user and access management
• Experience with device provisioning, imaging, and shipping logistics
• Experience working within a ticketing system and SLA-driven environment
• Strong problem-solving and communication skills
• Ownership mindset with strong operational accountability
• Ability to manage competing priorities and deliver consistent outcomes
• Strong communication across technical and non-technical audiences
• Attention to detail and process discipline
• Proactive approach to problem-solving and continuous improvement
• Collaborative team player with sound escalation judgment

Nice to Haves

• Experience with Microsoft Intune and modern device management
• Experience supporting distributed/remote work environments
• Familiarity with SharePoint permissions and governance models
• Exposure to endpoint security and identity security tools (Defender, Conditional Access)

Benefits

• Remote/hybrid work environment