IT Operations Specialist

IT Operations Specialist

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.

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

The impact you'll make

• 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.
• Strengthen Endpoint Security: Maintain and enforce endpoint security controls, including device compliance, patching, and protection tooling (e.g., 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.

What you will bring

• 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.

As a member of the KWI team you will receive

• Full Medical, Dental and Vision
• Annual bonus eligible
• Free gym in the building
• Generous PTO policy
• Summer Fridays....all year round
• Tuition Reimbursement
• Discount from building café
• 401(K) with a 50% company match (up to 6% of employee contribution)
• Employee Referral Program
• (1) Volunteer day each year

Our work space

We understand that our teams need flexibility, which is why we follow a hybrid schedule. Our in-office days of Monday, Tuesday and Thursday, and employees are allowed to work remotely on Wednesdays and Friday. We are also a collaborative group and believe that getting together in person allows our team to do their best work. Together we enjoy monthly events, bagels every Thursday, a state-of-the-art coffee machine, a full snack pantry and many more surprise and delight moments throughout the year.

Our commitment to you

At KWI, we know that cultivating diversity and fostering an inclusive work environment is critical to our impact and success. We create an environment where no individual is advantaged or disadvantaged because of their background. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status. With a commitment to maintaining a bias-free environment in which harassment is prohibited, we respect cultural diversity and comply with the laws of the places in which we operate. We expect our business partners, suppliers, clients, and all our team members to uphold these commitments.

About KWI

KWI helps retailers maximize sales by uniting their online and in-store capabilities to deliver delightful shopper experiences. With KWI Merchandising and mobile POS, retailers can execute omnichannel flawlessly, and right at their fingertips — clienteling, endless aisle, mobile checkout with the latest payment options, inventory management, and ecommerce.