IT Analyst

* 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reporting and audit needs * Follow documented runbooks and knowledge base articles for common issues, and flag gaps or outdated content to the Global Help Desk Manager * Escalate unresolved or high-impact issues to the appropriate lead or manager in a timely manner, providing clear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