IT Ops Specialist

Isos Technology is looking for an IT Ops Specialist based in the Phoenix, AZ area to support our internal team's day-to-day technology needs. This role is a strong fit for a help desk professional with mid-to-senior level experience who is ready to grow beyond a traditional tier-1 queue and take on broader IT operations ownership — serving as a strong launchpad toward senior help desk and IT operations roles. Because this role covers hands-on laptop support and office needs, it requires regular on-site presence in the Phoenix area, in addition to 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

Expectations

In this role, you will be expected to provide reliable, timely, and well-organized IT support that colleagues across the company can count on. Success means tickets are resolved quickly, hardware is ready before it's needed, and compliance stays on track — every time and on time.

• 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

Requirements

Required Experience

• 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

Preferred Experience

• 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)

Key Competencies

• 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

Other Things We Look For

• 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

About Isos Technology

Isos Technology is a premier consulting services provider dedicated to empowering organizations through technology, people, and best practices. Founded in 2005, we began by creating Enterprise Java solutions and quickly embraced Jira and Confluence to enhance our consulting practice. Recognizing the power of these tools, we transitioned to become an Atlassian Partner in 2014 and attained Platinum Solution Partner status in 2016. Today, we're focused solely on Atlassian, with a mission to excel as the top Atlassian consulting firm in the US. In 2022, Isos joined The Acacia Group and expanded its reach by acquiring MajorKey Technologies, HyperVelocity Consulting, and Stack Intelligence's Atlassian practices. This strategic growth solidifies our position as one of the largest Platinum Solution Partners in the Atlassian ecosystem!

This position is primarily a work from home position and we consider applicants throughout the United States. We support pay transparency and the On-Target Earnings range for this position is $70,000 (this role is eligible for incentive compensation based on company performance) combined plus a suite of employee benefits, paid time off, and a 401(k) plan with an employer contribution. Actual compensation can vary based on qualifications, experience, additional incentive opportunities, and geographic pay differentials.

Isos Technology is an Equal Opportunity Employer. We do not discriminate on the basis of race, sex, sexual orientation, gender identity, religion, national origin, color, age, physical or mental disability, spousal affiliation, marital status, a serious medical condition, genetic information, veteran status or any other basis prohibited by federal, state, or local law. Candidates must be willing to participate in and successfully pass a background check and pre-employment drug testing and be authorized to work in the United States. Isos Technology is also an E-Verify participating employer.

E-Verify Participation Notice: https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

E-Verify Right to Work: https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf