Citrus Health Group is a new type of agency that brings an empathetic patient focus to the new product commercialization process. Citrus creates hand-picked teams that provide clients with scientific, clinical, pharmacologic, evidence-generation, pricing and reimbursement, market access, affordability, and patient support expertise and experience in their time of need. Client teams are built with talented experts who function as a fluid, agile, and highly energized team.

We are passionate about science; our focus is to effectively communicate science in compelling and engaging ways to drive true value and enable patients to gain access to new medicines. We do so with the highest level of integrity and respect for the ethical nature of our business.

We invite you to join our talented team of dedicated professionals, working closely together to provide the services our clients need, at the time they need them. We are driven by one word, RESPECT. We respect each other, we respect our clients, and we respect the professionals we work with on behalf of our clients. We value every team member and strive for an inclusive and collaborative culture that fosters the best in everyone.

IT Operations Analyst

Position Summary

The IT Operations Analyst is responsible for ensuring the stability, reliability, and efficiency of end-user technology services across the organization. This role owns core IT operational processes including endpoint lifecycle management, user provisioning, and Microsoft 365 support while driving a consistent, high-quality user experience in a remote/hybrid environment.

Primary Responsibilities:

IT Operations & Service Delivery

• Own intake, prioritization, and resolution of IT service requests across multiple channels (ticketing system, email, Teams)

• Manage workload against defined service levels and business priorities

• Resolve a broad range of technical issues across identity, collaboration platforms, and endpoint devices

• Identify recurring issues and contribute to process improvements and long-term solutions

• Collaborate with internal IT team and external partners (MSP) to ensure service continuity

Microsoft 365 & Collaboration Platforms

• Provide advanced operational support for Microsoft 365 services:

Outlook, Teams, OneDrive, SharePoint

• Manage and troubleshoot:

Access requests and permissions (SharePoint / OneDrive)

File access, sharing, and sync issues

• Support business adoption and effective use of collaboration tools

• Assist in maintaining governance standards and best practices

User Lifecycle Management (Onboarding & Offboarding)

• Own end-to-end onboarding processes:

Provision user accounts and assign licenses (Entra ID / Microsoft 365)

Build, configure, and ship laptops to new hires, ensuring devices meet production and security standards

Coordinate onboarding timelines, device delivery, and readiness across stakeholders

Provide initial onboarding support (login, MFA, environment setup)

• Execute structured offboarding processes:

Disable user accounts and remove access in accordance with security policies

Coordinate device return, tracking, and disposition

• Ensure accuracy, completion, and timeliness of all lifecycle activities

Endpoint & Device Lifecycle Management

• Manage the full lifecycle of endpoint devices:

Build, configure, deploy, and refresh laptops using standardized processes

Maintain device readiness and inventory alignment

Support hardware troubleshooting and performance optimization

• Support Intune-managed environments:

Device enrollment, compliance, and policy alignment

Intermediate troubleshooting and issue resolution

Process Improvement & Documentation

• Maintain accurate ticket documentation including root cause and resolution details

• Contribute to the development and refinement of IT processes and standard operating procedures

• Create and update end-user documentation and internal knowledge base articles

• Identify opportunities to streamline onboarding, device provisioning, and support workflows

Security & Compliance Operations

• Enforce IT security and access control standards:

MFA setup and enforcement

Identity verification and secure account management

• Ensure access aligns with least-privilege principles

• Identify and escalate potential security concerns (phishing, suspicious activity)

• Support compliance-related processes tied to user access and device management

Required Qualifications

• 3–5 years of experience in IT support, IT operations, or endpoint management

• Strong working knowledge of:

Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)

Windows 11 endpoint management and troubleshooting

Entra ID (Azure AD) user and access management

• Experience with device provisioning, imaging, and shipping logistics

• Experience working within a ticketing system and SLA-driven environment

• Strong problem-solving and communication skills

Preferred Qualifications

• Experience with Microsoft Intune and modern device management

• Experience supporting distributed/remote work environments

• Familiarity with SharePoint permissions and governance models

• Exposure to endpoint security and identity security tools (Defender, Conditional Access)

Core Competencies

• Ownership mindset with strong operational accountability

• Ability to manage competing priorities and deliver consistent outcomes

• Strong communication across technical and non-technical audiences

• Attention to detail and process discipline

• Proactive approach to problem-solving and continuous improvement

• Collaborative team player with sound escalation judgment

The estimated salary for this position and similar roles Citrus may consider for applicants ranges from $65,000 to $100,000 per year. This is the approximate pay range that Citrus anticipates it will pay for this and similar positions at the time of this posting. Citrus is committed to offering fair and competitive pay for all employees; consistent with applicable law, final compensation will be determined based on the applicant's skills, qualifications, and experience, along with the position's requirements. Citrus reserves the right to modify this pay range at any time

Citrus Health Group is an equal employment opportunity employer and does not discriminate against any applicant because of race, creed, color, age, national origin, ancestry, religion, gender, sexual orientation, gender expression and identity, disability, genetic information, veteran status, military status, application for military service, or any other class protected by state or federal law.

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IT Operations Analyst

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