Senior IT Operations Analyst
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Job Description
Senior IT Operations Analyst owning support, vendor coordination, security operations, and hardware lifecycle. Improving technology processes for MedZed's value-based Medicaid social-support platform.
Responsibilities:
- Own the internal support ticket queue end-to-end: triage, resolve, escalate, and track to closure
- Establish and maintain internal SLAs for response and resolution; monitor performance and report to the Technology Director
- Identify support-volume patterns and root-cause recurring issues
- Build and maintain a self-service knowledge base
- Coordinate with the external IT managed services provider and security monitoring team on alert response and remediation
- Execute access revocation, device isolation, and access record maintenance
- Provide structured escalations with context and recommended next steps
- Monitor vendor responsiveness and flag performance gaps
- Own the hardware lifecycle: procurement, configuration, deployment, inventory, maintenance, and retirement
- Maintain audit-ready asset records and manage refresh cycles
- Manage MedZed's Verizon corporate account, including device procurement, line management, plan assignments, and invoice reconciliation
- Identify telecom cost optimization opportunities
- Oversee technology provisioning and deprovisioning for onboarding, role changes, and terminations
- Maintain and improve provisioning checklists for evolving systems, roles, and HIPAA requirements
- Partner with HR on time-sensitive employee transitions
- Maintain SOPs and runbooks for recurring IT operations tasks
- Identify process gaps creating operational, security, or compliance risk and collaborate with the Technology Director on solutions
- Ensure documentation is current, accessible, and usable
Requirements:
- 5+ years of progressive experience in IT operations or IT support, with demonstrated ownership beyond reactive ticket resolution
- Proven ability to operate independently, manage competing priorities, and self-direct without day-to-day supervision
- Proficiency with Microsoft 365 administration
- Working knowledge of Azure/Entra ID for identity and access management
- Experience with hardware procurement, MDM platforms, and asset lifecycle management
- Able to work effectively with HR, Finance, Operations, and non-technical leadership
- Process-oriented mindset; documents gaps, builds standards, and follows through
- Ability to work under pressure and systematically organize complex problems into smaller solvable components
- Effective communication skills and ability to communicate problems and solutions to technical and non-technical audiences
- Bachelor's degree preferred; equivalent practical experience will be considered in lieu of a degree
- Preferred: experience in a healthcare or HIPAA-regulated environment
- Preferred: familiarity with security controls relevant to access management and endpoint hygiene
- Preferred: experience managing a corporate wireless account
- Preferred: CompTIA A+, Network+, or Security+; or Microsoft certifications (MS-900, AZ-900)
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