IT Support Analyst

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

📋 Description

• Deliver responsive IT support during the 3rd shift for employees, addressing hardware, software, network, access, and application issues in a remote and/or distributed work setting.

• Assist and troubleshoot macOS devices along with associated Apple ecosystem tools, covering device setup, configuration, updates, account access, and user productivity challenges.

• Manage and support core business systems such as Google Workspace and Okta, including account access, authentication problems, MFA troubleshooting, and user lifecycle management.

• Oversee MDM and asset management processes, including device enrollment, inventory tracking, equipment assignment, returns, and lifecycle documentation.

• Utilize ticketing systems and internal documentation tools to triage, monitor, resolve, and document support requests with precision, urgency, and a customer-focused approach.

• Develop and maintain knowledge base articles, SOPs, troubleshooting guides, and runbooks to enhance support consistency and minimize recurring issues.

• Responsibly leverage AI tools to assist with troubleshooting, workflow automation, documentation, reporting, and process enhancement while adhering to company security and data handling standards.

• Collaborate with IT and Security stakeholders to uphold endpoint hygiene, access control measures, incident escalation, and secure management of employee technology concerns.

• Recognize recurring support trends and suggest enhancements to systems, processes, automations, or documentation that elevate employee experience and operational efficiency.

• Assist with additional IT projects as necessary, including onboarding/offboarding support, SaaS tool administration, device lifecycle tasks, and team development initiatives.

⛳️ Requirements

• Minimum of 2 years of experience in IT support, help desk, desktop support, technical support, or a related employee-facing technology position.

• Extensive practical experience supporting macOS environments; familiarity with iOS and troubleshooting Apple devices is preferred.

• Proficient in supporting Google Workspace and Okta, including account access, MFA, group management, and user troubleshooting.

• Experience with MDM tools and asset management systems; knowledge of device enrollment, inventory management, equipment tracking, and lifecycle support is required.

• Familiarity with Atlassian tools, such as Confluence and Jira, is a bonus.

• Knowledge of endpoint management, device lifecycle processes, patching, access control, and security-focused support practices.

• Proven ability to troubleshoot technical issues independently, identify root causes, and escalate as necessary.

• Experience utilizing AI tools for improving troubleshooting, automating repetitive tasks, generating documentation, or streamlining support workflows.

• Excellent written and verbal communication skills with the capability to assist employees across varying levels of technical expertise.

• Willingness to work a 2nd or 3rd shift schedule and provide dependable support during non-standard business hours.

• Bilingual proficiency in English and Chinese is advantageous.

• Experience in fintech, crypto, financial services, technology, or other security-sensitive environments is preferred.

• Bachelor’s degree, technical certification, or equivalent practical experience is desirable.

🏝️ Benefits

• Unlimited PTO (for salaried FTE roles)

• 12 weeks fully paid Parental Bonding Leave

• Mental wellness benefits

• Free 1:1 virtual visits with a licensed mental wellness professional

• Comprehensive competitive health benefits

• Fully remote, cameras-on culture with work-from-home equipment reimbursements available for new hires

• Annual professional development budget

• Free 1:1 virtual visits with a career coach

• 401k plan with employer match