[Remote] Senior IT Operations Analyst

Note: The job is a remote job and is open to candidates in USA. Fixify is building an AI-native IT automation platform that combines technology with a human touch. As a Senior IT Operations Analyst, you will handle escalations requiring deep expertise and collaborate with Engineering, Product, and Customer Success to translate field observations into improved workflows and smarter automation.ResponsibilitiesAct as the senior escalation point for complex, high-risk, or ambiguous customer issues — and provide technical guidance that helps analysts growPartner with Engineering to support the design, rollout, and refinement of product features based on what you see in real customer environmentsIdentify, design, and help deploy automation that improves efficiency, accuracy, and consistency across operationsCollaborate with Customer Success on onboarding, escalations, and delivery improvements for key customersSurface recurring issues, bugs, and improvement opportunities to Product and Engineering with clear, actionable contextParticipate in an on-call rotation for after-hours escalations and critical incidentsSkills5+ years of experience in IT support or IT operations, with demonstrated experience as a senior escalation point or technical subject matter expertExpert-level knowledge of Google Workspace, Microsoft 365, Slack, and Microsoft Teams in enterprise environmentsExpert-level knowledge of Windows and macOS, including deep diagnostic and troubleshooting instinctsExpert-level understanding of Identity and Access Management concepts and troubleshootingStrong working knowledge of networking fundamentals, including TCP/IP, DNS, VPNs, and Wi-FiExperience with help desk platforms, including tools like Jira, ServiceNow, Zendesk, or FreshdeskWorking knowledge of MDM solutions, including JAMF or Microsoft IntuneHands-on experience with scripting, automation, or AI-assisted tools — including PowerShell, Bash, Python, or similarFamiliarity with security policies and IT best practicesClear communication skills across technical and non-technical audiences; you can write an escalation summary and a product feedback doc with equal clarityA genuine interest in automation and AI — and the instinct to ask 'why is this still manual?' when you see something that shouldn't beExperience contributing to automation, tooling, or platform improvements within an IT or security contextBenefitsFlexible work environment:100% remote with flexible core working hoursTime to recharge:Unlimited PTO plus 12 paid federal holidaysConnectivity stipend:$150 monthly to support cell phone, internet, or equipment expensesRetirement:Participation in our 401(k) programEquity: Option grants to purchase shares through Fixify's equity programHealth insurance: Medical, dental, and vision coverage with 100% of your deductible covered by FixifyParental leave: Paid parental leave for birth, adoption, or surrogacyCompany OverviewFixify helps IT leaders remove work from their team’s queue by automating 40+ common IT requests, from application access to hardware troubleshooting. It was founded in 2014, and is headquartered in Cambridge, Massachusetts, USA, with a workforce of 51-200 employees. Its website is http://www.fixify.com.