Note: The job is a remote job and is open to candidates in USA. Horizon3.ai is hiring a Senior IT Analyst to provide advanced technical support to its distributed workforce and mature its IT support function. The role handles complex endpoint, identity, and collaboration issues, supports office technology and employee lifecycle processes, and improves IT tools, workflows, and documentation in partnership with Security and IT teams.
Responsibilities
- Serve as a Tier 2/3 escalation point for complex end-user issues across MacOS/Windows endpoints, identity, and collaboration tools
- Take ownership of high-impact incidents from initial triage through root-cause analysis and resolution, looping in Security, IT Engineering, or vendors as needed
- Identify recurring problems and drive durable fixes (runbook updates, automation, configuration changes) rather than one-off workarounds
- Own or co-own advanced configuration and troubleshooting within endpoint management tools (e.g., Jamf, Intune, or similar) including policies, profiles, and compliance checks
- Troubleshoot and support identity and access issues in platforms such as Okta/Entra (SSO, MFA, conditional access, group- or role-based access)
- Act as a subject matter expert for our core collaboration stack (Google Workspace, Slack, Zoom), including complex calendaring, meeting, and integration issues
- Provide advanced remote support for office infrastructure (conference room AV, network connectivity, shared devices); travel occasionally to offices (including Chicago) for upgrades, deployments, and onsite events
- Partner with local team members to validate that office users, conference rooms, and shared spaces have reliable, easy-to-use technology
- Help refine ticket triage, escalation paths, and SLAs in coordination with the Global Help Desk Manager and broader IT team
- Create and maintain high-quality documentation: troubleshooting runbooks, how-to guides, standard operating procedures, and knowledge base articles for both end users and IT peers
- Recommend and help evaluate new tools or configurations that improve support quality, signal-to-noise in alerts, or end-user experience
- Partner with IT and People teams to ensure smooth onboarding/offboarding experiences, with a focus on standardization, security, and speed
- Support device lifecycle management across procurement, provisioning, refresh, and deprovisioning, including asset tracking and inventory hygiene
- Collaborate closely with Security and IT Engineering on device compliance, access control, and incident response as directed
- Communicate clearly and empathetically with employees at all levels, setting expectations, providing status updates, and closing the loop on resolutions
- Model a “learn-it-all” mindset, mentoring more junior analysts and sharing knowledge across the team
Skills
- Must have substantial experience in IT support, help desk, or IT operations with clear Tier 2/3 responsibilities supporting a distributed workforce
- Must have strong troubleshooting skills across MacOS and/or Windows endpoints, including OS, hardware, networking basics, and standard enterprise software
- Must be able to communicate clearly with both technical and non-technical employees, framing issues and solutions in business-friendly language
- Must be able to prioritize and manage a queue of concurrent requests, balancing quick wins with deep-dive investigations
- Must demonstrate sound judgment in when to self-solve vs. escalate, and how to document and share learnings
- 4–6+ years of experience in IT support, help desk, or IT operations roles, with at least part of that time in a Tier 2/3 capacity
- Experience using Jira or Jira Service Management (or a comparable ITSM platform) to manage and report on tickets
- Comfortable managing identity and access in Okta, Entra, or similar SSO/MFA platforms
- Hands-on experience with endpoint management tools such as Jamf, Intune, Kandji, or similar (policy/profile management, compliance, asset tracking)
- Strong user and admin-level experience with Google Workspace (Gmail, Calendar, Drive), Slack, and Zoom
- Familiarity with common SaaS business applications and their access models (HRIS, ATS, CRM, finance tools, etc.)
- Experience supporting both in-office and remote/distributed employees at a high-growth technology company is strongly preferred
- Experience helping grow or mature an IT support function (implementing new tools, designing workflows, or defining SLAs)
- Experience in high-growth SaaS or cybersecurity companies
- Demonstrated track record of creating or improving IT documentation, knowledge bases, or self-service resources
- Experience supporting zero-trust security practices, device compliance, or security-focused configuration baselines
- Comfort mentoring junior analysts or acting as an informal team lead on incidents or projects
Benefits
- All full-time roles are eligible for an equity package in the form of stock options.
- Inclusive team and culture where everyone can thrive.
- Numerous 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.
- Health, vision & dental insurance for you and your family.
- Flexible vacation policy.
- Generous parental leave.
Company Overview