IT Operations Specialist

About the role

You are the "Go-to-Person" for all IT helpdesk requests and act as the primary technical contact for team members across the globe. You diagnose and provide rapid IT support for staff hardware, software, and connectivity issues as they arise. You will work closely with HR and Security to manage employee onboarding and offboarding activities, ensuring a smooth transition for every team member. This includes setting up and deploying laptops, devices, software, and other necessary hardware components. You assist with the shipping and receiving of hardware assets to maintain an efficient flow of equipment. You manage MDM systems, including configurations for Bring Your Own Device (BYOD) scenarios, and maintain the firm's complete inventory of all IT assets. You manage and secure endpoint devices strictly at the direction of the Security Team to uphold organizational integrity. You provide training to staff on various IT-related topics to improve overall digital literacy. You assist with change management and procurement activities to support operational efficiency. You handle other related duties as required to ensure the IT environment runs seamlessly.

Key facts

What you'll do

• Serve as the primary "Go-to-Person" for IT helpdesk requests and act as the first line of defense for technical issues.
• Diagnose and provide comprehensive IT support for staff across diverse platforms and environments as required.
• Collaborate with HR and Security teams to manage end-to-end onboarding and offboarding activities for all team members.
• Set up and deploy laptops, desktops, mobile devices, software applications, and other necessary hardware infrastructure.
• Assist with the shipping and receiving of hardware assets to ensure timely delivery and inventory accuracy.
• Manage Mobile Device Management (MDM) systems, including configurations for Bring Your Own Device (BYOD) policies.
• Maintain the firm's centralized inventory of all IT assets to ensure accurate tracking and accountability.
• Manage and secure endpoint devices strictly following the directives of the Security Team to mitigate risks.
• Provide technical training to staff on IT-related topics to foster better system utilization and problem prevention.
• Assist with internal change management initiatives and procurement activities to align IT resources with business needs.
• Monitor system performance and user feedback to identify recurring issues and implement preventative measures.
• Document all support interactions and configurations to maintain clear operational records.
• Contribute to the improvement of IT processes and workflows to enhance overall efficiency.
• Perform ad-hoc technical tasks and projects as assigned by the IT Support Lead.
• Ensure compliance with internal IT policies and external regulatory requirements during all operations.

Requirements

• Must be excited about Alpaca's mission and the innovative work the company is building in the financial services sector.
• Must possess 3+ years of professional experience in an IT support or helpdesk role within a fast-paced environment.
• Must demonstrate deep expertise in Linux, MacOS, and Windows system administration, including device management, patching, and operational support.
• Must have experience with automation workflows, Single Sign-On (SSO) configurations, and scalable onboarding processes to support global teams.
• Must have good scripting skills in languages such as Python, Bash, or PowerShell with a demonstrated drive for automation.
• Must have proven experience managing enterprise Software-as-a-Service (SaaS) platforms and their integrations.
• Must have hands-on experience with cloud-centric environments and robust cybersecurity capabilities to protect distributed endpoints.
• Must have experience with traditional on-premises Local Area Network (LAN) and Wide Area Network (WAN) environments.
• Must possess strong analytical and problem-solving skills to troubleshoot complex technical issues efficiently.
• Must have excellent communication skills, fluent in English (both written and verbal), and a commitment to collaborative work across distributed teams.
• Must be able to cover Mountain Time or Pacific Time zones during standard business hours.
• Must be available for on-call rotations and respond to after-hour support requests as needed to maintain system uptime.
• Must be a proactive self-starter with a strong sense of ownership and a focus on continuous improvement in all tasks.

Nice to have

• Bachelor's degree in Information Technology, Computer Science, or a related technical field.
• Possession of IT or Security-related professional certifications such as CompTIA, AWS, or Azure.
• Understanding of financial services industry regulations and data privacy compliance requirements.

Practical notes

This role is fully remote and open to candidates located in North America. The position requires availability during Mountain or Pacific business hours and participation in on-call rotations for after-hours support. Travel is not required for this position. There are no visa sponsorship requirements at this time. The engagement type and specific compensation details are not disclosed in the current source information.