IT Analyst

• We are seeking an IT Support Analyst to provide hands-on technical support with a focus on remote coverage for our East Coast-based employees
• This is a front-line role for someone who enjoys solving technical problems directly with end users and wants to build depth across endpoint, identity, and collaboration tooling
• This role will resolve day-to-day technical issues remotely for the broader distributed workforce — covering hardware, software, account access, and collaboration tools
• The ideal candidate brings solid troubleshooting fundamentals, reliable follow-through, and a customer-service mindset, and is comfortable escalating complex or ambiguous issues to senior support staff or the Global Help Desk Manager
• Provide onsite technical support including hardware setup, network connectivity, conference room/AV equipment, and printer/peripheral troubleshooting
• Resolve incoming help desk tickets and requests for the broader distributed workforce, covering hardware, software, account access, and [ticketing system] queue management
• Support onboarding and offboarding logistics for employees, including equipment provisioning, account setup, and device retrieval
• Administer routine identity and access tasks (password resets, MFA support, access requests) within [identity/access platform], escalating complex or policy-sensitive requests
• Support endpoint management tasks such as imaging, patch verification, and asset tracking within tools like Jamf or Iru
• Maintain accurate records of tickets, assets, and resolutions to support reporting and audit needs
• Follow documented runbooks and knowledge base articles for common issues, and flag gaps or outdated content to the Global Help Desk Manager
• Escalate unresolved or high-impact issues to the appropriate lead or manager in a timely manner, providing clear context and troubleshooting steps already attempted
• Partner with Security and IT Engineering on device compliance and access control practices as directed
• Demonstrate a commitment to integrity, process improvement, and customer satisfaction

Benefits

• Growth Opportunities: Be part of a dynamic and growing team with numerous career advancement opportunities
• Innovation-Driven Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking
• Flexible Work Environment: Enjoy the convenience and work-life balance that comes with remote work
• Inclusive and Diverse Team: We value diversity and promote an inclusive culture where everyone can thrive- Must demonstrate curiosity and a willingness to question the norm in pursuit of an exceptional user experience
• Must demonstrate sound judgment in knowing when to resolve an issue independently versus escalate it
• Must be able to communicate clearly with both technical and non-technical employees
• Must be able to prioritize and manage a queue of concurrent requests with minimal direction
• Must have foundational experience in IT support, help desk, or end-user services
• Must have working knowledge of common endpoint operating systems (MacOS and/or Windows) and standard enterprise collaboration software
• Expert in Google Workspace, Slack, and Zoom
• Experience using Jamf, Iru, or Intune
• Experience supporting both in-office and remote/distributed employees preferred
• Familiarity with Jira or Jira Service Management
• 2–4 years of experience in IT support, help desk, or IT operations
• Comfortable managing identity in Okta, Entra, or similar