- 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- Follow documented runbooks and knowledge base articles for common issues, and flag gaps or outdated content to the Global Help Desk Manager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
