IT Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver onsite technical assistance, which includes hardware setup, network connectivity, conference room audio-visual equipment, and troubleshooting of printers and peripherals.

• Address help desk tickets and requests related to hardware, software, account access, and management of the ticketing-system queue.

• Facilitate employee onboarding and offboarding processes, covering equipment provisioning, account creation, and device retrieval.

• Conduct routine identity and access management tasks such as password resets, multi-factor authentication support, and processing access requests.

• Aid in endpoint management activities, including imaging, patch verification, and tracking of assets.

• Keep precise records of tickets, assets, and resolutions for reporting and auditing purposes.

• Adhere to runbooks and knowledge-base articles for addressing common issues and identify any content gaps.

• Escalate unresolved or significant issues while providing troubleshooting context.

• Collaborate with Security and IT Engineering teams on device compliance and access control measures.

• Offer hands-on remote technical support to employees on the East Coast and the wider distributed workforce.

⛳️ Requirements

• Basic experience in IT support, help desk operations, or end-user services.

• 2–4 years of experience in IT support, help desk, or IT operations.

• Proficient understanding of MacOS and/or Windows operating systems.

• Familiarity with standard enterprise collaboration software.

• Effective communication skills with both technical and non-technical personnel.

• Capability to prioritize and manage multiple requests with minimal supervision.

• Good judgment on when to resolve issues independently versus escalating them.

• A sense of curiosity and a willingness to challenge the status quo.

• Experience with Jira or Jira Service Management.

• Background in managing identity through Okta, Entra, or similar platforms.

• Proficient in using Jamf, Iru, or Intune.

• Expertise in Google Workspace, Slack, and Zoom.

• Experience in supporting hybrid or distributed workforces is preferred.

• Familiarity with onboarding/offboarding or endpoint management processes.

• Relevant certifications such as CompTIA A+, ITIL Foundation, or similar qualifications are a plus.

• Experience in high-growth SaaS or cybersecurity firms is advantageous.

• Legally authorized to work in the United States.

🏝️ Benefits

• Equity package in the form of stock options for all full-time positions.

• Health, vision, and dental insurance coverage for you and your family.

• Flexible vacation policy.

• Generous parental leave.

• Opportunities for career development.

• An inclusive and collaborative workplace culture.

• Remote and hybrid work options available depending on the role and location.