IT Ops Specialist

Summary

Isos Technology is a consulting services provider focused on empowering organizations through technology, people, and best practices. The IT Ops Specialist will support internal technology needs by managing the help desk, laptop lifecycle, office and hardware support, SOC 2 compliance activities, and IT operations projects. The role requires regular on-site presence in the Phoenix area along with remote support responsibilities.

Responsibilities

• Own and manage the help desk queue: triaging, prioritizing, and resolving tickets in a timely manner
• Manage laptop refresh cycles, including procurement coordination, imaging/provisioning, deployment, and retirement of old hardware
• Provide hands-on office and hardware support as needed at our Phoenix location, along with remote support for team members elsewhere
• Own day-to-day SOC 2 compliance activities, monitoring for items that fall out of compliance and remediating them promptly
• Contribute to IT operations projects as time permits, such as process improvements, tooling rollouts, and infrastructure initiatives
• Keep the help desk queue current and moving, resolving tickets promptly and escalating anything that can't be resolved at your level
• Follow documented laptop refresh and provisioning processes consistently, without exception
• Deliver consistent, on-time support for office and hardware needs at the Phoenix location
• Maintain SOC 2 compliance items so they reflect the current state of the environment at any time, flagging drift as soon as it's identified
• Surface risks, gaps, or recurring issues to your manager as soon as they're identified, rather than waiting for a scheduled check-in
• Partner closely with IT leadership, who retains ownership of infrastructure strategy, vendor decisions, and budget

Skills

• * 3+ years of experience in a help desk or IT support role, with a track record of taking on increasing ownership and responsibility
• * Hands-on experience with endpoint/device management, laptop imaging and provisioning, and hardware refresh cycles
• * Strong troubleshooting skills across hardware, software, and basic networking issues
• * Strong written and verbal communication skills for ticket updates and stakeholder communication
• * Able to work on-site in the Phoenix, AZ area as needed for hardware and office support
• * Effectively manage time and priorities across a live ticket queue and longer-term project work
• * Communicate clearly and concisely, in writing and verbally, for ticket updates and stakeholder communication
• * Analyze incomplete or ambiguous information to identify the root cause of hardware and software issues
• * Demonstrate rigorous attention to detail and consistency in following documented processes
• * Proactively advise IT leadership on the state of the hardware fleet and compliance posture
• * Execute on essential functions to meet or exceed individual success metrics established annually
• * Demonstrate the ability to work within the Isos culture and values
• * A service-oriented mindset to supporting internal colleagues
• * Someone who thrives in a fluid work environment
• * Self-starter who is persistent, resourceful, and action-oriented in overcoming obstacles
• * Growth-oriented professional who is curious, coachable, ambitious, and receptive to feedback and mentorship
• * A team player who is willing to pitch in wherever needed
• Be authorized to work in the United States
• * Experience with ticketing platforms (Jira Service Management experience is a plus)
• * Working familiarity with compliance frameworks such as SOC 2, particularly day-to-day operational upkeep rather than audit management
• * Experience in a consulting or professional services environment
• * Familiarity with Atlassian tools such as Jira and Confluence
• * Pursuit of or interest in an IT certification (CompTIA A+/Network+, ITIL, or similar)

Qualifications

Must Haves

• * 3+ years of experience in a help desk or IT support role, with a track record of taking on increasing ownership and responsibility
• * Hands-on experience with endpoint/device management, laptop imaging and provisioning, and hardware refresh cycles
• * Strong troubleshooting skills across hardware, software, and basic networking issues
• * Strong written and verbal communication skills for ticket updates and stakeholder communication
• * Able to work on-site in the Phoenix, AZ area as needed for hardware and office support
• * Effectively manage time and priorities across a live ticket queue and longer-term project work
• * Communicate clearly and concisely, in writing and verbally, for ticket updates and stakeholder communication
• * Analyze incomplete or ambiguous information to identify the root cause of hardware and software issues
• * Demonstrate rigorous attention to detail and consistency in following documented processes
• * Proactively advise IT leadership on the state of the hardware fleet and compliance posture
• * Execute on essential functions to meet or exceed individual success metrics established annually
• * Demonstrate the ability to work within the Isos culture and values
• * A service-oriented mindset to supporting internal colleagues
• * Someone who thrives in a fluid work environment
• * Self-starter who is persistent, resourceful, and action-oriented in overcoming obstacles
• * Growth-oriented professional who is curious, coachable, ambitious, and receptive to feedback and mentorship
• * A team player who is willing to pitch in wherever needed
• be authorized to work in the United States

Nice to Haves

• * Experience with ticketing platforms (Jira Service Management experience is a plus)
• * Working familiarity with compliance frameworks such as SOC 2, particularly day-to-day operational upkeep rather than audit management
• * Experience in a consulting or professional services environment
• * Familiarity with Atlassian tools such as Jira and Confluence
• * Pursuit of or interest in an IT certification (CompTIA A+/Network+, ITIL, or similar)

Benefits

• Eligible for incentive compensation based on company performance
• Paid time off
• A 401(k) plan with an employer contribution
• Primarily a work from home position