IT Operations Specialist

Position Overview

We are seeking a dedicated and proactive IT Operations Specialist to join our dynamic team. This role is integral to providing exceptional technical support to internal users, managing IT assets, and ensuring the smooth operation of various IT systems and applications. If you're someone who thrives in fast-paced environments and enjoys problem-solving, we’d love for you to make a meaningful impact here at Blockdaemon. 

This role will report to the Head of IT Ops & Service Management.

Your Impact 

• Provide outstanding customer service by responding to and resolving technical issues raised by internal users and partners via Slack, email, or JIRA Service Management.

• Maintain, optimize, and enhance the ticketing system and associated processes to improve efficiency and user satisfaction.

• Troubleshoot and prioritize requests related to computers, software, permissions, and hardware, escalating issues when necessary.

• Oversee and maintain user lifecycle management across tools and systems, ensuring smooth transitions as employees join, move, or leave the company.

• Continuously think about and implement ways to automate and streamline IT processes.

• Oversee procurement and distribution of devices for new hires, handle hardware replacements, and manage the device refresh program.

• Develop and maintain clear Standard Operating Procedures (SOPs) and user guides to assist users and team members.

• Install, configure, and maintain software for new and existing users, ensuring compliance with patch management, operating system updates, and IT/security policies.

• Administer the Identity Provider (Okta) and various enterprise applications as needed.

• Manage Blockdaemon-provided devices (Jamf) and employee personal devices (Google Workspace) through Mobile Device Management (MDM).

• Maintain and update the asset management system for efficient tracking and reporting.

• Contribute to critical initiatives, including implementing security measures (MDM rollout, device trust, Google license management) and supporting strategic projects such as security planning, Role-Based Access Control (RBAC) alignment, and application migration to Okta.

• Collaborate with HR to align user access management with company policies, assist with shared account clean-ups, and support service account management.

Role Requirement

• Extensive experience in IT support, ideally within a remote or startup environment.

• Proven expertise in administering Okta, Google Workspace, Slack, Jira, and other key applications.

• Strong experience managing IT incidents and changes.

• Hands-on experience with Okta Workflow and Automation.

• Proficiency in MacOS and troubleshooting Mac devices.

• Experience with Apple MacBooks, Jamf, and Google MDM.

• Excellent communication skills, both written and verbal, for technical and non-technical audiences.

• Self-motivated and able to work independently or as part of a team.

• Ability to effectively manage external partners and suppliers.

Nice-to-Have Skills

• Previous experience using Rippling HRIS is a plus.

• Jira admin experience is preferred.

• Familiarity with Intune management and ITIL certification is a bonus.

• Blockchain experience is a plus.

Tech Stack

• Okta & Identity Management:

• Google Workspace & Collaboration Tools:

• MacOS & Device Management:
  JIRA

Pay range is $80,000 - $120,000.  Salary ranges are based on role, level, and location. The range shown reflects the target minimum and maximum for the role across all U.S. locations. Actual pay is determined by location, skills, and relevant experience.

About Us:

We Power the Blockchain economy.

Blockdaemon powers the blockchain economy with its suite of industry-leading
infrastructure solutions. We are a globally established, ISO-27001 certified partner with extensive protocol coverage, offering technical depth, industry-leading SLAs, 70+ global points of presence through 10+ cloud and bare metal providers, and 24/7 support for an unmatched institutional-grade experience. We provide integrated business solutions to exchanges, custodians, crypto platforms, financial institutions, and developers using our end-to-end suite of blockchain tools, including dedicated nodes, APIs, staking, liquid staking, MPC tech, and more. Blockdaemon provides its customers with the confidence to quickly and easily scale without compromising security or compliance.

We are a globally distributed team.

Blockdaemon is an Equal Opportunity Employer.