The Opportunity Join a high-impact Infrastructure and Operations team where your work directly shapes the daily experience of our employees and clients. You will operate in an environment with strong leadership support, clear strategic direction, and the autonomy to execute. This role is designed for someone who wants more than a ticket resolution.

You will have the latitude to improve systems, influence processes, and introduce modern operational practices. You will partner with a collaborative group of engineers, administrators, and client support professionals who are aligned with a shared goal: delivering reliable, scalable, and secure technology that enables the business to grow. If you are looking for a role where your ideas are valued, your ownership is trusted, and your contributions are visible, this is that opportunity.

The Company We are a small team with a big vision: to be the premier provider of cloud technology solutions for retailers. KWI offers a unified commerce solution that is designed to help specialty retailers grow their business. Our portfolio of customers includes Pandora, Bluemercury, Tom Ford, and many other globally recognizable brands.

We combine Point of Sale, Merchandising, Order Management, eCommerce, CRM, and Loss Prevention into one cloud-based platform. We are a Values and Mission driven organization, and we believe that if we develop and demonstrate leadership in our strategy, operations, and people, we will continue to drive product innovation and service excellence. As an IT Operations Specialist, you excel at the following core competencies Adaptive Communication: You translate complex technical issues into clear, actionable guidance.

Users trust you because you make technology approachable and dependable. Bias for Action: You operate with urgency and accountability, driving issues to resolution while proactively preventing recurrence. Growth Mindset: You continuously evolve your skillset, exploring new tools and operational practices to improve efficiency and security 🚀 Orchestrate the Employee Lifecycle: Own and continuously improve the end-to-end IT experience, including onboarding, role transitions, and offboarding.

Automate provisioning workflows and standardize processes to increase speed and consistency. 🛠️ Deliver End-User Excellence: Act as the primary point of contact for endpoint and application support. Drive toward high-quality, efficient resolutions that minimize disruption and maximize user productivity.

, SentinelOne, KnowBe4). Apply least-privilege principles and contribute to a strong security posture. 🌐 Support a Resilient Environment: Partner with leadership and cross-functional teams to maintain and enhance client-facing and internal systems.

Contribute to policies, standards, and operational best practices that improve reliability and scalability. Experience: 2–4 years of experience in IT Operations, Desktop Support, or a similar role in a modern environment. Technical Foundation: Hands-on experience with Active Directory, Microsoft Intune (or equivalent MDM), and support for both Windows and macOS environments.

Cloud & SaaS Fluency: Experience managing access and troubleshooting within a SaaS-driven ecosystem. Networking Fundamentals: Working knowledge of connectivity, Wi-Fi, VPNs, and end-user networking challenges. User-First Mindset: A strong sense of ownership and commitment to delivering a high-quality user experience from initial request through resolution.