Main responsibilities
The IT Operations Specialist at Helpgrid is a proactive, systems-oriented contributor responsible for owning, optimizing, and maintaining the internal technologies that power our day-to-day work. This is not a traditional IT support role—you’ll be embedded in operations and work cross-functionally with every department to ensure that our systems, workflows, and digital tools are seamless, secure, and continuously improving.
You will collaborate with Ops, Dev, UX/UI, Customer Support, Sales, and Product teams to understand business processes and bridge the gap between tools and execution. You’ll manage tickets, automate workflows, document processes, and help identify recurring issues—then drive solutions with clear ownership
Core Responsibilities
- Own internal technical systems like ClickCRM, Monday.com, and our Microsoft user environment
- Serve as the go-to IC for resolving internal hardware/software issues (headphones, FaceID, logins, dialers, etc.)
- Manage account provisioning, deactivation, permissions, and 2FA across systems like Microsoft and ClickCRM
- Maintain and optimize Monday.com workflows, statuses, and automations to improve team visibility and efficiency
- Collaborate with Dev, UX/UI, and Ops to ensure board logic and role-based access are working across all teams
- Conduct weekly analysis of Tech Board activity to identify patterns, blockers, and system improvement areas
- Monitor and track operational KPIs across IT performance, support tickets, and recurring issues
- Partner on training and onboarding by creating user manuals, updating our internal knowledge base, and coaching new team members through tech setup
- Maintain compliance-related tasks including system access audits and DNC list management
- Participate in research and process optimization projects that support Helpgrid’s operational scale
Collaboration Touchpoints
- Operations: ensuring tool configuration aligns with workflows and goals
- Development: preparing clean tickets and flagging systemic issues
- Customer Support Agents / Sales Agents : improving tech reliability across roles
- UX/UI & Product: defining user roles and improving user flows
- Leadership: reporting on system efficiency, risk, and adoption
Required Qualifications
- 2+ years in IT coordination, internal systems, or operations-heavy tech roles
- Strong experience with Monday.com, Microsoft 365, Google Workspace, and CRM platforms
- A natural systems thinker with excellent documentation and training skills
- Familiarity with automations, ticketing systems, and access control
- Great communicator and problem solver—comfortable jumping between technical issues and operations workflows
- Ability to independently identify problems, propose solutions, and implement fixes
We’re All About Fairness! We welcome everyone, no matter who you are or where you come from. We believe in creating a place where everyone feels safe, respected, and valued.
