IT Operations Specialist

Our client is a globally focused university offering market-relevant AI degrees that prepare future leaders to apply cutting-edge research to real-world challenges. As part of our team, you’ll have the opportunity to work on the core of cutting-edge foundation model training, alongside world-class researchers, data scientists, and engineers, tackling the most fundamental and impactful challenges in AI development. We are seeking an experienced and highly service-oriented IT Operations Specialist to serve as the critical bridge between our U.S. and UAE offices. This is not a traditional help desk position; rather, it is a hands-on operational role responsible for ensuring the reliability, security, and efficiency of our end-user technology environment. The ideal candidate will combine strong systems administration expertise with exceptional customer service, enabling seamless onboarding, day-to-day operations, and global collaboration across time zones. This person must be able to hit the ground running with minimal ramp-up time and confidently support approximately 50 employees across a variety of IT needs., IT Operations & Infrastructure

• Manage the overall health, uptime, performance, and day-to-day operation of the organization’s IT environment.
• Lead and support office IT initiatives, including future office moves and office expansion projects.
• Assist with future office relocations, including coordinating internet installation, working with internet service providers, and setting up office technology.
• Implement and manage office technology infrastructure, including storage solutions, networking, printers, and endpoint devices.
• Establish and maintain IT policies, procedures, and operational standards.

Security & Compliance

• Maintain a secure IT environment with a strong focus on data protection, compliance, and intellectual property security.
• Manage VPN access, endpoint security controls, and identity management processes.
• Ensure adherence to organizational security policies and best practices.
• Support security audits, compliance requirements, and risk mitigation initiatives.

Endpoint & Device Management

• Configure, deploy, secure, and maintain laptops, Mac computers, mobile devices, monitors, printers, and other user hardware.
• Set up laptops, monitors, printers, docking stations, HDMI connections, and peripherals for employees.
• Troubleshoot Mac computers, laptops, hardware, software, networking, and peripheral devices.
• Manage device lifecycle processes, including provisioning, upgrades, replacements, and decommissioning.
• Standardize and automate endpoint deployment and configuration where possible.

Employee Support & Service Delivery

• Serve as the primary IT support resource for approximately 50 employees.
• Provide day-to-day troubleshooting for laptops, Slack, printers, monitors, peripherals, software, connectivity issues, and general IT support.
• Deliver IT orientation for all new hires and must be available onsite every Monday to support onboarding and equipment setup.
• Track and manage incoming employee IT requests received through email and chat while ensuring timely follow-up and resolution.
• Provide exceptional customer service and ensure a seamless employee experience from onboarding through ongoing support.
• Occasionally provide after-hours support for UAE teams between 9:00 PM-10:00 PM PST, as business needs require.

Asset & Vendor Management

• Manage IT asset inventory, procurement, tracking, and lifecycle management.
• Coordinate purchasing and deployment of laptops, peripherals, and office technology equipment.
• Build and maintain relationships with technology vendors and service providers.
• Monitor contracts, warranties, renewals, and vendor performance.

Global Collaboration

• Act as a key liaison between U.S. and UAE operations, ensuring consistent IT standards and support.
• Coordinate across teams and time zones to maintain operational continuity and service excellence.
• Support business growth through scalable and efficient technology operations.

• 5-10 years of experience in IT Operations, Desktop Support, Systems Administration, or a related IT support role.
• Must be able to hit the ground running with minimal training or ramp-up time.
• Experience providing day-to-day IT troubleshooting for laptops, Slack, printers, monitors, peripherals, networking, and general end-user technical issues.
• Hands-on experience setting up laptops, printers, monitors, docking stations, and HDMI connections for employees.
• Experience supporting Mac computers and troubleshooting macOS-related hardware and software issues.
• Must be available onsite every Monday to provide IT orientation, equipment setup, and onboarding support for new hires.
• Experience supporting approximately 50 employees in a fast-paced office environment.
• Ability to manually track and manage incoming IT requests through email, chat, and other communication channels while ensuring timely resolution.
• Willingness to occasionally provide evening support for UAE teams between 9:00 PM-10:00 PM PST as business needs require.
• Ability in assisting with office moves, including coordinating internet setup, working with internet providers, and configuring office technology.
• Experience managing endpoint devices, MDM platforms, and enterprise IT environments.
• Some knowledge of IT security, VPN technologies, identity management, and compliance best practices.
• Experience supporting office infrastructure, including networking, printers, wireless connectivity, and collaboration technologies.
• Proven experience with IT asset management and vendor management.
• Experience in startup or high-growth environments is a plus.
• Excellent customer service skills; white glove service
• Ability to work independently in a fast-paced, high-growth environment.
• Comfortable communicating and collaborating with teams in both the U.S. and UAE.
• Comfortable working across multiple time zones with international teams.

Preferred Skills

• Strong operational mindset focused on reliability, continuity, and service delivery.
• Comfortable balancing strategic IT initiatives with hands-on technical support responsibilities.
• Highly organized, proactive, and detail-oriented.
• Experience supporting geographically distributed teams and global operations.