[Hiring] IT Analyst @Horizon3

Role Description

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.

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• Follow documented runbooks and knowledge base articles for common issues, and flag gaps or outdated content to the Global Help Desk Manager.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

Qualifications

• 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.

Requirements

• 2–4 years of experience in IT support, help desk, or IT operations.
• Experience supporting both in-office and remote/distributed employees preferred.
• 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.

Benefits

• Inclusive Team: We value diversity and promote an inclusive culture where everyone can thrive.
• Growth Opportunities: Be part of a dynamic and growing team with numerous career development opportunities.
• Innovative Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking.
• Hybrid & Remote Work: We embrace a mix of remote and hybrid work models depending on role and location, including our Chicago office, where some roles require regular in-office presence.
• Competitive Compensation: We offer competitive salary, equity, and benefits. Our benefits include health, vision & dental insurance for you and your family, a flexible vacation policy, and generous parental leave.