Senior IT Analyst

📋 Description

• Act as the primary technical authority to address intricate issues related to endpoints, identity, networks, and essential business applications, while documenting root causes and scalable solutions.

• Ensure robust security and compliance across all IT processes by applying data security principles (e.g., MFA, least-privilege access) and guaranteeing that all records (tickets, assets, changes) are ready for audit.

• Provide mentorship to junior team members, offering guidance and stepping in to manage frontline support during peak workloads.

• Foster process enhancements by proactively engaging with various departments (e.g., automating onboarding/offboarding for the People team) and monitoring support KPIs, while upholding scalable SOPs and knowledge articles.

• Availability for core hours: 8:30 a.m.–5:30 p.m. PT, with the possibility of after-hours support for critical incidents.

• Carry out additional responsibilities as assigned.

⛳️ Requirements

• 5–8+ years of experience in IT support, IT operations, or service desk leadership in a SaaS/cloud-first setting.

• Demonstrated leadership capabilities, including mentoring junior personnel and experience in cross-functional collaboration, particularly with People/HR on user lifecycle processes.

• Strong technical diagnostic abilities with a hypothesis-driven methodology, adept at isolating issues across client, network, authentication, service, and data layers.

• Comprehensive knowledge of enterprise environments (Mac/Windows), networking (HTTP/DNS), security principles (SSO, SAML, OAuth, HIPAA awareness), and fluency in CLI.

• Experience in process improvement and governance, including change/control practices, maintaining audit-ready documentation, and using data to foster continuous improvement.

🏝️ Benefits

• Flexible PTO policy (3-5 weeks/year recommended) plus 11 paid company holidays.

• Ample parental leave.

• Competitive Medical, Dental, Vision, Life, and AD&D insurance.

• Equip covers a substantial portion of benefits premiums for individuals and families.

• Spring Health, a fully employer-funded mental health benefit provided through Guardian.

• Access to 5 free therapy sessions and 5 free coaching sessions annually for you and each of your dependents.

• Employee Assistance Program (EAP), a company-funded resource for mental health, legal services, financial support, and more!

• HealthJoy, a completely employer-paid platform that connects you with a healthcare concierge to assist in navigating your benefits.

• 401K Option!

• $50/month stipend added directly to an employee’s paycheck to cover home internet costs.

• $250/month stipend for co-working space use.

• Initial work-from-home stipend of up to $500.

• Reload of $200 on the home office stipend at the 3-year mark and every two years thereafter (year 5, year 7, etc.).

• Company-provided laptop.