IT Operations Support

Company Overview

MISUMI Americas, part of the MISUMI Group, stands as a premier provider of standardized, configurable, and bespoke manufacturing solutions. By merging an extensive parts catalog with a cutting-edge digital manufacturing platform, MISUMI Americas empowers engineers and procurement teams to speed up innovation throughout the product lifecycle. Operating from the San Francisco Bay Area and Chicago, it partners with leading companies across the Americas.

Role Overview

The IT Operations team is responsible for the crucial support and management of all technology systems, including network setups (LAN/WAN/VPC/VPN), desktop hardware and software configuration, access control, security training, and help desk services. This group works closely with the Cloud Infrastructure Operations team to guarantee secure system access for all staff.

Key Responsibilities

• Act as the initial contact for IT support requests from employees and partners via ticketing systems, email, phone, and face-to-face interactions.
• Manage and resolve Level 1 support tickets involving hardware, software, network issues, and account access.
• Support user account management tasks including provisioning, password resets, and access control within systems like Okta, Entra, and Google Workspace.
• Assist in onboarding and offboarding procedures such as device setup, account creation, and retrieving equipment.
• Collaborate with senior engineers to integrate and maintain SaaS platforms including AWS, Salesforce, and Greenhouse using Okta and Entra.
• Troubleshoot existing SaaS platforms like Google Workspace, Zoom, Slack, Microsoft Teams, and Iru MDM.
• Perform basic network troubleshooting for LAN/WAN/VPN and escalate complex issues appropriately.
• Support on-site deployment of networking hardware (Cisco Meraki, FortiGate) and security systems including Avigilon video monitoring under guidance.
• Maintain detailed hardware inventory records covering assignment, provisioning, and surplus equipment.
• Contribute to IT Operations documentation such as run-books and knowledge bases.
• Follow security policies to aid in SOC 2 compliance and monitor SIEM dashboards, escalating alerts when necessary.
• Provide desktop hardware configuration, software installations, and rollouts for employees.
• Participate actively in maintaining and updating the Quality Management System (QMS).

Candidate Profile

• An Associate Degree in Technology, Engineering, Computer Science, or a related technical trade is required.
• Between 2 to 7 years of experience in an IT help desk or similar support position.
• Fundamental understanding of Identity and Access Management (IAM), including user provisioning and Single Sign-On (SSO).
• Practical knowledge of administering SaaS platforms such as Google Workspace, Entra, Microsoft Teams, Slack, and Zoom.
• Basic networking knowledge encompassing TCP/IP, DNS, DHCP, and VPN.
• Experience with ticketing platforms like Jira Service Management, ServiceNow, or Zendesk.
• Excellent communication and customer service skills paired with a patient and helpful approach.
• Ability to create clear documentation and contribute to a knowledge base.
• Basic awareness or enthusiasm to learn SOC 2 compliance protocols.
• Certifications like CompTIA A+, Network+, or Security+ are advantageous.
• Experience with administration of Okta or Entra is a plus.
• Familiarity with mobile device management solutions (Kandji, Iru, Jamf) is beneficial.
• Experience managing Google Workspace, Entra, Microsoft Teams, Slack, Zoom, or Office 365 for large organizations is a bonus.
• Candidates must be willing and able to work night shifts.

Additional Information

This role supports a fully remote workforce spanning various US states including Arizona, California, District of Columbia, Delaware, Florida, Georgia, Hawaii, Iowa, Illinois, Indiana, Kansas, Massachusetts, Maryland, Michigan, Minnesota, Missouri, North Carolina, New Hampshire, New Jersey, Nevada, Ohio, Oregon, South Carolina, Texas, Tennessee, Utah, Virginia, Washington, West Virginia, and Wyoming.

The company values diversity, encourages applications from individuals in underrepresented groups such as women, LGBTQ community members, people of color, persons with disabilities, and veterans, promoting a culture of respect, honest collaboration, and continual learning. Employees are expected to contribute actively to a supportive and continuously improving team environment.