Job Description : Position Summary The Technical Operations Specialist is a hands-on role responsible for the administration, maintenance, and optimization of the core MSP platforms that support service delivery. Position ensures stability, security, and efficiency of these platforms through daily operations, monitoring, patching, and troubleshooting, enabling technical teams to deliver consistent, high- quality service to clients. The role also supports light project work, including platform upgrades, integrations, and workflow improvements. In addition to maintaining platform performance, the Technical Operations Specialist partners with internal teams to optimize processes, provide reporting and dashboards, and document procedures and configurations. The role occasionally interfaces with clients to explain platform capabilities and assist with escalations. This position serves as a foundation for career growth into other technical leadership roles within Arraya Solutions operations. Supervisory Responsibilities • None Responsibilities • Administer, monitor, and maintain Arraya’s platforms, including but not limited to Druva, Huntress Labs, Autotask, Service Desk Plus, ITGlue, LogicMonitor, and NinjaOne. • Provide advanced support for ITSM tools such as Service Desk Plus and Autotask, ensuring optimal configuration, integration, and performance. • Perform daily health checks, patching, user account management, and access control across platforms. • Troubleshoot and resolve platform-related issues, escalating to vendors when necessary. • Configure, customize, and maintain Service Desk Plus and Autotask environments to support ITIL-based service management processes. • Collaborate with service desk teams to optimize ticketing, automation, and reporting features on ITSM platforms. Confidential - Arraya Solutions, Inc. • Partner with internal teams to optimize workflows, automate repetitive tasks, and improve operational efficiency. • Provide reporting, dashboards, and data extracts to support service delivery teams and client needs. • Maintain up-to-date documentation of platform configurations, processes, and standard operating procedures. • Assist internal teams with escalations related to platform functionality. • Collaborate with account teams to explain platform capabilities and assist clients when needed. • Ensure compliance with security, governance, and operational standards across all platforms. Expectations • Maintain consistent availability and responsiveness to monitor and support Arraya’s platforms. • Execute daily operational tasks accurately and on schedule, ensuring platform stability and reliability. • Proactively identify platform issues, potential risks, and areas for improvement, escalating when necessary. • Follow and uphold ITIL-based processes for incident, change, and problem management. • Keep documentation, SOPs, and configuration records current and comprehensive. • Collaborate effectively with internal teams to support client and operational needs. • Demonstrate professionalism and technical competence when interacting with clients or internal stakeholders. • Continuously develop skills and knowledge of Arraya’s platforms, industry best practices, and emerging technologies. • Develop and maintain dashboards, reports, and automation scripts to enhance visibility and efficiency in Service Desk Plus and Autotask. Confidential - Arraya Solutions, Inc. • Support project initiatives as assigned, including upgrades, integrations, and platform optimizations. • Take ownership of platform health, ensuring tools deliver reliable, secure, and efficient service to internal teams and clients. Preferred Qualifications and Experience • 2–4 years of experience in IT operations, systems support, or platform administration within an MSP or enterprise IT environment. • In-depth understanding of ITSM frameworks and best practices, with practical experience implementing and supporting ITIL processes in Service Desk Plus and Autotask. • Hands-on experience with MSP platforms such as RMM (e.g., Kaseya, NinjaOne), ITSM tools (e.g., Service Desk Plus, Autotask), backup solutions (e.g., Druva), monitoring (e.g., LogicMonitor), and knowledge management platforms (e.g., ITGlue). • Familiarity with ITIL processes, including incident, change, and problem management. • Basic scripting or automation experience (PowerShell, Python, or API integrations). • Strong troubleshooting, analytical, and problem-solving skills. • Hands-on experience with Service Desk Plus and Autotask. • Excellent documentation and process maintenance skills. • Effective communication skills, with the ability to work collaboratively across teams and occasionally interact with clients. • Proactive mindset with a focus on continuous improvement and learning. • Experience participating in platform upgrades, integrations, or optimization projects. Education • Bachelor’s degree in Information Technology, Computer Science, or a related field preferred, or equivalent work experience in IT operations, systems support, or platform administration. • Relevant certifications (e.g., CompTIA A+, Network+, Microsoft, ITIL Foundation) are a plus. Confidential - Arraya Solutions, Inc. Position Type and Expected Hours of Work • Full-Time • Remote • 40 hours per week • Monday through Friday • The possibility of off-hours/on-call support work. Working Conditions and Physical Requirements • Prolonged periods of being in a stationary position while working on a computer • Must be able to move and/or lift up to 40 pounds at times • Must be comfortable operating a computer and/or other office productivity machinery
