IT Operations Technician

IT Operations Technician

ProcedureFlow helps businesses and organizations be the best they can be. People start a business so they can bring value to others and offer them something unique and special. As organizations grow though, it becomes harder to retain that "special sauce" that customers love; inconsistencies creep in and best practices don’t get shared properly. ProcedureFlow exists to help companies capture their best practices in a way that’s easy to follow and share them across the whole company. This will result in higher quality work and consistently great customer experiences.

ProcedureFlow’s ethos is all about creating amazing experiences for customers. As an Information Technology Operations Technician at ProcedureFlow, you will impact three levels of customer experience:

1. ProcedureFlow Employees - ensuring IT issues never hinder the productivity and creativity of your fellow ProcedureFlow employees
2. ProcedureFlow Customers– ensuring all company communications and data handling practices are bulletproof as we scale, continuing a deep relationship of trust we have built with customers and partners
3. ProcedureFlow’s Customers’ Customers– The continued success of ProcedureFlow impacts millions of end customers interacting with our customers’ businesses all over the world. Each interaction powered by ProcedureFlow results in even more amazing customer experiences!

We are looking for a do-it-all technician who is hungry to learn more, do more, experience more and cover the broadest range of IT responsibilities possible. You are eager not only to learn how to do new things, but to capture, enshrine and enforce the systems you develop in documentation and evidenced practices that stand up to the scrutiny of 3rd party compliance audits.

IT Operations at ProcedureFlow

We are looking for a do-it-all technician who is hungry to learn more, do more, experience more and cover the broadest range of IT responsibilities possible. You are eager not only to learn how to do new things, but to capture, enshrine and enforce the systems you develop in documentation and evidenced practices that stand up to the scrutiny of 3rd party compliance audits.

In summary, your job will be to:

1. Create an amazing technology experience for ProcedureFlow employees
2. Protect ProcedureFlow the company (not the application) from outside threats
3. Test and verify your work through 3rd party compliance audits

• Supporting ProcedureFlow systems (Apple, Windows, Dropbox, O365, Slack, Zoom, etc.)
• Helping to maintain a physical inventory of IT hardware (computers, cell phones, peripherals, and accessories)
• Proactively identifying and addressing technical issues across the company
• Designing, updating, and maintaining IT documentation (in ProcedureFlow of course)
• Designing, implementing and maintaining physical office IT infrastructure
• Designing, implementing and maintaining physical office security
• Designing, implementing and maintaining SOC2 compliance program
• Triaging issues and removing obstacles to progress
• Taming printers

• Possess expert knowledge of Apple/Windows systems and software
• Able to independently manage and prioritize workload
• Ability to drive concurrent projects and initiatives
• You are empathetic, humble, and possess a strong focus on customer service
• You are decisive, yet open to learning: you will make many critical decisions every day, even with the knowledge that you will be wrong some of the time
• You love troubleshooting, you are a creative problem solver
• Startup employees wear many hats, you are a go-getter who is not afraid to tackle anything that needs to be done, even if it’s outside your defined role as an IT Operations Technician

• Outstanding interpersonal and communication skills
• Good knowledge of internet security and data privacy principles
• Experience designing and administrating network infrastructure (routers, switches, firewall, wifi, etc.)
• Experience with Linux/Unix/Windows infrastructure, systems, software, and tools

Any combination of these qualities would make your application stand out:

• Possess working knowledge of imaging/endpoint management tools
• Possess working scripting knowledge (ex: Ruby, Shell, Python, PowerShell, etc.)
• User access management
• Project management experience
• Experience building a security compliance program
• Industry recognized certifications (MCSE, Security+, CCNA, ITIL, etc.)
• Diploma or degree in secondary education

Bonus Skills and Experience:

• Comfortable setting up audio/visual systems
• You’ve worked on some fun Raspberry Pi (or equivalent) projects
• Half-way decent at NBA Jam or Street Fighter II
• Musician (still need bass, keys, harmonica, singers, tuba)