Senior IT Operations Analyst

About 1Password:We all have important information we need to manage, and protecting it should be easy. Over 150,000 businesses and millions of people log in to 1Password to unlock smart, simple access to everything they care about. Our vision is to create a safer, simpler digital future for everyone, and our culture values simplicity, honesty and a human-centric approach to solving problems. Come help us unlock peace of mind so everyone can stay safer online.
1Password is being shared with new people every day, and we’re adding people to our team to keep up. We’re looking for a Senior IT-Ops Analyst to help make sure our team has reliable support for our internal users. As a member of the IT team, you’ll help us elevate our capabilities and help drive data driven solutions.
The Senior IT Ops Analyst will serve as a mentor and role model for the IT Support team, demonstrating expertise in project work, technical troubleshooting, and internal user support. They will be familiar with automations and integrations across critical IT systems, take ownership of high-impact support functions, and adapt to a fast-paced, evolving environment. The role involves creating documentation, identifying patterns in troubleshooting, and managing time efficiently with minimal supervision.
This is a remote opportunity within Canada and the US.

What we're looking for:

• 5+ years of work experience in an IT role in a Mixed OS environment, 
• Demonstrated mentorship experience.
• A passion for learning and helping others, with a growth mentality.
• Enthusiasm for elevating the technical knowledge of others, helping them utilize technology to do their best work
• Exceptional written communication skills and the ability to communicate effectively at any tech level, translating complex technical concepts into plain English.
• Experience with various SaaS Services.
• Proven ability to handle project work, technical troubleshooting independently and effectively.
• Experience with creating and managing SLA functions in a modern ticketing system.
• Expertise with building scalable ticketing workflows.
• Familiarity with major MDM platforms and identity management systems. (Jamf, Kandji, Microsoft MDM, Okta, One Login) 

What you can expect:

• Collect information, analyze it, and find solutions for hardware and software issues, while providing guidance to other team members.
• Own high impact projects related to increasing end user satisfaction, productivity, and security.
• Contribute to the design, implementation, and maintenance of IT support policies and procedures, ensuring best practices are followed.
• Develop and execute processes related to more effectively …