IT Ops Analyst

IT Team Overview:

Fluency's IT team is small, strategic, and high-impact. We operate at the intersection of infrastructure, enablement, and security, building the systems and processes that let every team at Fluency do their best work. We believe that great IT is invisible when it works and indispensable when it matters. We're building a team of people who take ownership, think in systems, and care about the details that make a real difference.

As part of a growing Engineering division, we work closely with cross-functional partners to ensure Fluency's technology ecosystem is secure, reliable, and built to scale. We're looking for people who want to build something, not just maintain it.

Job Summary:

As the IT Ops Analyst, you will be the operational backbone of IT at Fluency. This is the second hire on the IT team, and your impact will be immediate. You'll own the day-to-day: helpdesk support, onboarding and offboarding, device management, access provisioning, and the documentation and automation that makes all of it scale.

But this isn't just a support role. You'll be expected to identify patterns, eliminate recurring issues, build automation, and improve the way IT works across the organization. The right person sees a manual process and thinks, "I can fix that." You'll operate with autonomy, make sound decisions around access and security, and take real ownership of your domain.

This role directly unlocks the IT team's ability to focus on strategic initiatives like zero trust architecture, AI adoption, data loss prevention, and security leadership by ensuring that Fluency's employees get fast, reliable, high-quality support every day.

This position reports to the Director, IT.

Your Role:

IT Support & Service Delivery

• Serve as the primary point of contact for Tier 1–2 support requests including access issues, password resets, hardware troubleshooting, application support
• Deliver thoughtful, high-quality support that educates users and reduces repeat volume
• Prioritize and manage a queue of incoming requests with clear communication and follow-through

On-boarding & Off-boarding

• Own the full employee lifecycle from an IT perspective, including account provisioning, device setup, application access, and orientation
• Execute termination workflows including access revocation, device recovery, and account deprovisioning
• Continuously improve onboarding workflows to support Fluency's growth trajectory

Automation & Process Improvement

• Maintain and expand IT's automation library using low-code/no-code platforms (n8n, Zapier, Workato, or similar)
• Identify recurring support patterns and build solutions to eliminate them
• Think creatively about scalable processes. We're growing fast and need IT operations that grow with us

Documentation & Knowledge Management

• Contribute to and expand an active documentation initiative, including runbooks, SOPs, and self-service resources that empower employees to resolve common issues independently
• Ensure documentation is consistently formatted, current, and accessible
• Contribute to a culture of knowledge sharing across the IT team and the broader organization

Asset & Inventory Management

• Procure, configure, and ship laptops and peripherals to employees
• Manage IT asset inventory, track device lifecycle, and maintain accurate records
• Coordinate hardware refreshes and handle equipment recovery

What We Look For (Required):

• 3-5+ years of experience in an IT operations, helpdesk, or systems administration role in an enterprise environment
• Strong macOS experience (this is our primary platform)
• Demonstrated automation experience, whether building workflows, scripting, or working with low-code/no-code platforms to eliminate manual work
• Experience managing SaaS applications in an enterprise environment (Google Workspace, Slack, Okta, or similar)
• Experience with device management platforms (Iru/Kandji, Intune, JAMF, or similar)
• Strong written communication skills with the ability to translate technical issues into clear, accessible language for any audience
• A track record of identifying process gaps and building solutions, not just flagging problems
• Ability to work independently with minimal direction while knowing when to escalate

Preferred

• Experience with endpoint security tools (SentinelOne, CrowdStrike, or similar)
• Familiarity with automation platforms such as n8n, Zapier, or Workato
• Experience with ticketing systems (ClickUp, Jira, Zendesk, or similar) including automated workflows and integrations
• Exposure to AWS or cloud infrastructure environments
• Experience supporting remote-first teams across time zones
• Familiarity with identity providers and SSO/SAML configuration
• Candidates based in or near the Burlington, VT area are strongly preferred as this role involves periodic on-site work for hardware processing, asset management, and inventory
• Degree in a related field is a plus, but not required — we look for proven talent and skill.

Growth:

As Fluency scales, so does this role. There is a clear path forward into senior technical positions within the IT department. We're building on the department’s foundation, and the right person will help shape its future.

Fluency pays all employees based on U.S. nationwide averages for each role, designed to ensure pay equity. This is a full-time, remote position that requires legal authorization to work in the U.S. Starting pay range is $72,000 – $82,000 and is determined by job-related skills, experience, and knowledge. The role is also eligible for a discretionary bonus, equity options, and a comprehensive benefits package including;

• Medical, dental and vision coverage for employees and their families
• 401(k) plan with company match
• Four weeks of Combined Time Off (CTO), flexible schedule and and twelve holidays
• Maternity and parental leave
• Employee wellness programs and mental health support
• Remote work flexibility and home office stipends