IT Ops Analyst, Support

About 1Password

At 1Password, we’re building the foundation for a safe, productive digital future. Our mission is to unleash employee productivity without compromising security by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. We innovated the market-leading enterprise password manager and pioneered Extended Access Management, a new cybersecurity category built for the way people and AI agents work today. As one of the most loved brands in cybersecurity, we take a human-centric approach in everything from product strategy to user experience. Over 165,000 businesses and millions of people trust us to provide seamless, secure access to their most critical information. If you're excited about the opportunity to contribute to the digital safety of millions, to work alongside a team of curious, driven individuals, and to solve hard problems in a fast-paced, dynamic environment, then we want to hear from you. Come join us and help shape a safer, simpler digital future.

Role Overview

As an IT Ops Analyst (Support), you’ll be the go-to person for making technology work smoothly at 1Password. Reporting to our IT Ops Manager (Support), you’ll support your teammates with timely, thoughtful help - whether it’s resolving support tickets, improving workflows, or proactively finding ways to make internal tools more efficient. You’ll work across teams to ensure everyone can focus on what they do best, knowing their tech experience is secure, reliable, and well-supported.

Location Type: Remote Employment Type: FullTime Location: UK

What We're Looking For

• Experience: 2-5 years of experience in an IT role within a remote-first, SaaS-driven environment using macOS and/or Windows. (Mixed OS and SAAS environment.)
• Adaptability: Demonstrated success adapting to change and maintaining service excellence in fast-paced, high-growth companies.
• Ticketing Systems: Experience with scalable ticketing systems including automated workflows and integrations to other systems.
• Communication: Strong written communication skills with a track record of translating technical issues into clear, accessible language for both technical and non-technical users.
• Problem-Solving: A natural curiosity and thoughtful approach to helping others - you ask “why” and care about getting it right, not just getting it done.
• Process Improvement: Proven ability to identify and refine internal IT processes, improving efficiency and delivering a better end-user support experience.
• Proactiveness: Known for being a curious, proactive learner who takes initiative to level up and share knowledge across teams.
• Attention to Detail: Consistently applies attention to detail to catch edge cases, maintain documentation, and prevent recurring issues.
• Bonus: Familiarity with 1Password (or similar tools) as a user or advocate is a bonus - we love to see it.

What You Can Expect

Ticketing Support

• Serve as a member of the IT Support team, focusing on ad hoc support and service provisioning requests through our ticketing system.
• Provide world-class customer support that not only solves problems but also encourages and educates users.
• Prioritize and manage multiple incoming requests efficiently, maintaining a high level of responsiveness and follow-through.
• Handle a high volume of incoming support requests with a focus on thoughtful triage, clear prioritization, and critical thinking in ambiguous situations.

Process Enhancement and Documentation

• Collaborate with peers to enhance IT support processes and procedures.
• Identify gaps in current processes and provide feedback and suggestions to peers, as well as the IT Operations and Engineering teams.
• Document updated processes and knowledge base content to support ongoing documentation growth.

Team Work

• Participate in regular team meetings, retrospectives, and planning sessions to share insights, review challenges, and celebrate successes.
• Support a team-first culture by providing peer feedback, helping onboard new team members, and pitching in when others need assistance.
• Contribute to a psychologically safe and inclusive environment.