About the Opportunity The organization is seeking an IT Analyst (Remote) to provide technical support with a focus on remote coverage for East Coast-based employees. This is a front-line, full-time role responsible for resolving day-to-day technical issues for a distributed workforce across hardware, software, account access, and collaboration tooling.
Role and Responsibilities
Provide technical support, including hardware setup, network connectivity, conference room and audiovisual equipment, and printer and peripheral troubleshooting.
Resolve incoming help desk tickets and requests for a distributed workforce across hardware, software, and account access, managing ticketing queues effectively.
Support employee onboarding and offboarding logistics, including equipment provisioning, account setup, and device retrieval.
Administer routine identity and access management tasks, such as password resets, multi-factor authentication support, and access requests, while escalating complex or policy-sensitive items.
Execute endpoint management tasks, including device imaging, patch verification, and asset tracking.
Maintain accurate records of support tickets, hardware and software assets, and issue resolutions to support operational reporting and audits.
Follow established runbooks and knowledge base articles for standard issues, identifying documentation gaps or outdated content for management review.
Escalate unresolved or high-impact technical issues promptly with clear context and documentation of troubleshooting steps taken.
Partner with Security and IT Engineering teams on device compliance and access control practices.
Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.
Required Qualifications
2 to 4 years of experience in IT support, help desk, or IT operations.
Foundational experience in IT support, help desk, or end-user services.
Working knowledge of common endpoint operating systems, including macOS and/or Windows, along with standard enterprise collaboration software.
Demonstrated expertise with Google Workspace, Slack, and Zoom.
Familiarity with Jira or Jira Service Management.
Experience managing identity and access in Okta, Microsoft Entra, or similar platforms.
Hands-on experience using endpoint management platforms such as Jamf, Iru, or Microsoft Intune.
Ability to communicate clearly with both technical and non-technical personnel.
Proven ability to prioritize and manage a queue of concurrent requests with minimal direction.
Sound judgment in determining whether to resolve issues independently or escalate them.
Preferred Qualifications
Experience supporting both in-office and remote or distributed workforces, including comfort transitioning between in-person and remote troubleshooting.
Prior involvement in improving onboarding, offboarding, or endpoint management workflows for speed and consistency.
Proactive track record of documenting fixes and contributing to technical knowledge base documentation.
Relevant industry certifications, such as CompTIA A+, ITIL Foundation, or equivalent credentials.
Prior IT support experience within high-growth SaaS or cybersecurity environments.
Compensation and Benefits
Base salary range: $115,000 - $130,000 per year. Exact base compensation is determined by candidate location, qualifications, experience, and relevant skills.
Equity compensation in the form of stock options.
Comprehensive health coverage, including health, vision, and dental insurance.
Flexible paid time off and parental leave policies.
Equal Opportunity and Application Notices The hiring organization provides equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, or any other status protected by applicable law.
Applicants may redact or remove age-identifying information—such as age, date of birth, or dates of school attendance and graduation—from any submitted application materials without penalty.