IT Operations Specialist

WRA, Inc.

. Provide front-line IT support for approximately 100 full-time employees across the Bay Area .

Posted 9/28/2026full-timeSan Rafael • California • United StatesMid-LevelSenior💰 $70,000 - $80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing IT support for a hybrid workforce, including troubleshooting Windows endpoints, managing employee onboarding and offboarding, and administering identity and access management functions. Proficient in maintaining ticket hygiene and executing process improvements while ensuring a strong customer service orientation.

Highest-signal resume keywords

Windows Endpoint TroubleshootingMicrosoft 365 SupportIdentity And Access ManagementCustomer Service SkillsITIL Foundation Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Tier 2 SupportDNSDHCPVPN ConnectivityWi-Fi ConnectivityMicrosoft IntuneCloud-Hosted Virtual DesktopsAsset Inventory ManagementBreak/Fix ServicesProcess Improvement

Soft Skills

Strong Communication SkillsAbility To Operate IndependentlyProblem-Solving Skills

Tools & Technologies

Microsoft 365Unifi NetworkEgnyteAutoCADCivil3DArcGISBluebeamAdobe Acrobat

Certifications & Qualifications

CompTIA A+Network+Security+Relevant Microsoft Certifications

Industry Keywords

CMMC L1/L2NIST SP 800-171CCPASOC 2ITSMITIL

Tech Stack

Tools & technologies

CloudCyber SecurityDNSITSM

About the role

Key responsibilities & impact

Provide front-line IT support for approximately 100 full-time employees across the Bay Area
Own intake, triage, management, and resolution of employee support requests
Maintain ticket hygiene throughout request lifecycles
Troubleshoot Windows endpoints, mobile devices, file collaboration platforms, printing, and Microsoft 365
Provide break/fix services for company-issued assets
Provide on-site hardware, peripheral, conference room, and AV support
Engage specialized teams regarding connectivity or performance issues
Participate in an on-call rotation for critical IT outages and emergent duties
Own employee onboarding and offboarding, including account creation, group memberships, device deployment, and license management
Administer basic identity and access management functions, including guest accounts, MFA recoveries, and group memberships
Assist with security awareness training administration and remediation follow-ups
Maintain asset inventory, loaner pools, peripherals, and e-waste
Coordinate hardware upgrades in accordance with lifecycle and warranty policies
Identify and execute process improvements
Participate in root-cause analyses of system issues
Author knowledge base articles and document IT services
Work under the guidance of the Director of Information Technology & Cybersecurity alongside a Senior Systems Engineer

Requirements

What you’ll need

3 to 5 years of direct experience supporting a hybrid or remote workforce of at least 50 employees
At least 2 years performing Tier 2 duties
History of performing duties in a high-trust role
Local to the Bay Area and able to be on-site at San Rafael, Emeryville, and Petaluma offices
Experience with Microsoft Intune or comparable MDM platform for Windows and mobile devices
Competence in DNS, DHCP, VPN connectivity, and Wi-Fi connectivity
Understanding of cloud-hosted virtual desktops and ability to identify performance and connectivity issues
Ability to determine when to escalate an issue and ask for help
Ability to operate independently as part of a lean team
Zero-trust security mindset
Strong customer service skills and ability to explain technical issues in plain language
Able to lift up to 50 lbs, climb indoor ladders, crawl under furniture, and reach behind wall-mounted equipment
Familiarity with CMMC L1/L2, NIST SP 800-171, CCPA, SOC 2, ITSM, or ITIL is a bonus
ITIL Foundation, CompTIA A+, Network+, Security+, or relevant Microsoft certifications are a bonus
Experience administering Unifi Network and Protect is a bonus
Experience supporting CAD and GIS applications such as AutoCAD, Civil3D, and ArcGIS is a bonus
Experience supporting Bluebeam and Adobe Acrobat is a bonus
Experience supporting Egnyte, VantagePoint, or Elevia is a bonus

Benefits

Comp & perks

Employee-owned company
Flexible policies and internal practices
Learning and sustainability programs
Support for prioritizing family and balanced lives
Equal opportunity and diverse, equitable, and inclusive work environment