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IT Operations Analyst Whisha Specialty Coffee Distributors - 3.0 Orlando, FL Job Details Full-time $60,000 - $70,000 a year 12 hours ago Benefits Paid holidays Health insurance Dental insurance 401(k) Paid time off Vision insurance Qualifications Authentication Employee onboarding IT user and group management Data permissions User training (technical support) High school diploma or GED SQL Organizational skills MFA New hire orientation Productivity software Data validation Root cause analysis Desktop administration Query management Onboarding process management Mobile devices Excel data analysis Full Job Description

WHISHA MISSION

To enhance and accelerate the transition of coffee from a commodity product to a specialty item.

POSITION

IT Operations Analyst

JOB SUMMARY

The IT Operations Analyst keeps Whisha's business systems running for the people who depend on them every day. Reporting to the IT Manager, this role owns day-to-day system administration, employee onboarding and offboarding, and front-line help desk support for a workforce spread across corporate offices, regional warehouses, and delivery routes nationwide. Whisha is growing quickly, and its systems change often to keep pace with new market expansions, rising transaction volumes, and evolving business requirements. This is a hands-on role for someone who understands how systems fit together, is comfortable working with data, and wants to build a career in business systems. Deep programming experience is not required.

RESPONSIBILITIES

• Administer user accounts, roles, and permissions across Whisha's business systems, including the ERP, Google Workspace, and supporting platforms.
• Own IT onboarding: provision accounts, hardware, and system access ahead of each new hire's start date, and lead their first-day setup and orientation, improving existing processes.
• Own IT offboarding: revoke system access on an employee's final day, recover company hardware, and maintain a clear record of every completed offboarding, improving existing processes.
• Serve as first-line support for help desk requests. Triage incoming issues, resolve what you can, and escalate the rest with clear documentation of what was already tried.
• Support end-user hardware across corporate offices and warehouse sites, including laptops, mobile devices, and warehouse scanning equipment, using the company's remote monitoring and management platform.
• Maintain ERP configuration alongside the IT Manager, including user roles, approval workflows, and reference data.
• Write and run SQL queries to answer business questions, validate data between systems, and investigate reported discrepancies.
• Build and maintain reports and dashboards that give business teams visibility into their own operations.
• Document how data moves between Whisha's core systems, and keep that documentation current as integrations change.
• Track recurring support issues and recommend changes that reduce ticket volume over time.
• Support software rollouts and system upgrades, including testing, end-user training, and post-launch support.
• Follow company IT, security, and acceptable-use policies, and help business users do the same.

REQUIRED QUALIFICATIONS

• High school diploma, GED, or equivalent military service required; college degree preferred.
• 2-4 years of experience in IT support, systems administration, or a comparable business systems role.
• Hands-on experience administering user accounts, roles, and permissions in a business system such as an ERP, HRIS, or CRM.
• Practical SQL skills: able to independently write SELECT statements using joins, filters, and aggregation to answer business questions and validate data between systems.
• Experience running employee onboarding and offboarding, including access provisioning and timely access revocation.
• Working knowledge of Google Workspace or Microsoft 365 administration, endpoint management, and multi-factor authentication.
• Intermediate proficiency in Microsoft Excel and Google Sheets, including formulas and functions (e.g. VLOOKUP/XLOOKUP, pivot tables) to organize and analyze data.
• Demonstrated ability to reason about how systems connect: where data originates, how it moves between applications, and what breaks when it does not.
• Strong problem-solving and troubleshooting skills, with the discipline to isolate a root cause rather than treat symptoms.
• Excellent written communication, including the ability to explain a technical issue clearly to non-technical audience.
• Excellent organizational skills and attention to detail.
• Ability to work independently in a remote hybrid environment and support users across multiple time zones.

PREFERRED QUALIFICATIONS

• Hands-on experience with Acumatica ERP (highly preferred).
• Prior experience in direct store delivery (DSD), food and beverage distribution, or another multi-site operation.
• Experience supporting warehouse or field hardware such as barcode scanners and rugged mobile devices.
• Experience with a remote monitoring and management (RMM) platform.
• Experience building dashboards in a business intelligence tool such as Tableau, Power BI, or Snowflake.
• Familiarity with EDI concepts and retail trading partner integrations.
• Experience administering AI or productivity tools under a formal acceptable-use policy.

REPORTING STRUCTURE

Reports to the IT Manager. SHIFT Monday - Friday, 8:00AM - 5:00

PM Local Time Location:

Candidates must live near Orlando, FL, Chicago, IL, or Austin, TX. We support a remote hybrid work environment (2-3 in-office days per week, after onboarding is complete).

COMPENSATION RANGE & BENEFITS

Salary $60,000-$70,000 Health Insurance (Medical, Dental, Vision) 401

K Paid Time Off Holiday Schedule Pay:

$60,000.00 - $70,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Work Location:

Hybrid remote in Orlando, FL 32810