Note: The job is a remote job and is open to candidates in USA. Horizon3 is a cybersecurity company seeking an IT Support Analyst to provide hands-on technical support for its distributed workforce, with a focus on remote coverage for East Coast-based employees. The role resolves end-user issues and supports onboarding and offboarding, identity and access tasks, endpoint management, and accurate help desk documentation.
Responsibilities
- 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- Follow documented runbooks and knowledge base articles for common issues, and flag gaps or outdated content to the Global Help Desk Manager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
Skills
- Must have foundational experience in IT support, help desk, or end-user services
- Must have working knowledge of common endpoint operating systems (MacOS and/or Windows) and standard enterprise collaboration software
- Must be able to communicate clearly with both technical and non-technical employees
- Must be able to prioritize and manage a queue of concurrent requests with minimal direction
- Must demonstrate sound judgment in knowing when to resolve an issue independently versus escalate it
- Must demonstrate curiosity and a willingness to question the norm in pursuit of an exceptional user experience
- 2–4 years of experience in IT support, help desk, or IT operations
- Familiarity with Jira or Jira Service Management
- Comfortable managing identity in Okta, Entra, or similar
- Experience using Jamf, Iru, or Intune
- Expert in Google Workspace, Slack, and Zoom
- Experience supporting both in-office and remote/distributed employees preferred
- You've supported a hybrid or distributed workforce and are comfortable switching between in-person and remote troubleshooting
- You've contributed to onboarding/offboarding or endpoint management processes that improved speed or consistency
- You're proactive about documenting fixes and updating knowledge base content for the next person
- Relevant certifications such as CompTIA A+, ITIL Foundation, or similar
- Experience in high-growth SaaS or cybersecurity companies
Benefits
- Inclusive team and culture where everyone can thrive
- Career development opportunities
- Collaborative environment that encourages creativity and out-of-the-box thinking
- A mix of remote and hybrid work models depending on role and location; some roles, including roles at the Chicago office, require regular in-office presence
- Equity package in the form of stock options for all full-time roles
- Health, vision and dental insurance for you and your family
- Flexible vacation policy
- Generous parental leave
Company Overview