[Hiring] Senior IT Analyst @Horizon3

Role Description

We are seeking a Senior IT Analyst to provide advanced, hands-on technical support to our distributed workforce and help drive the maturity of our IT support function. This role will serve as a Tier 2/3 escalation point for complex endpoint, identity, and collaboration issues, partnering closely with Security and IT leadership to keep our employees productive and secure.

You will own the resolution of higher-impact and ambiguous issues that go beyond standard help desk workflows, including deep-dive troubleshooting, pattern-spotting across tickets, and contributing to tooling, process, and documentation improvements. While this role is remote within the US, you will occasionally travel to Horizon3 offices (including Chicago) to support office technology, larger initiatives, and in-person events.

By combining excellent customer support with strong technical judgment and follow-through, the Senior IT Analyst will play a critical role in maintaining a reliable, secure, and user-friendly IT environment for our employees.

Responsibilities

• Advanced support and escalations
  • 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.
• Endpoint, identity, and collaboration tooling
  • 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.
• Office and event support (as needed)
  • 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.
• Process, tooling, and documentation
  • 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.
• Onboarding, offboarding, and lifecycle
  • 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.
• Partnership and communication
  • 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.

Qualifications

• Substantial experience in IT support, help desk, or IT operations with clear Tier 2/3 responsibilities supporting a distributed workforce.
• Strong troubleshooting skills across MacOS and/or Windows endpoints, including OS, hardware, networking basics, and standard enterprise software.
• Ability to communicate clearly with both technical and non-technical employees, framing issues and solutions in business-friendly language.
• Ability to prioritize and manage a queue of concurrent requests, balancing quick wins with deep-dive investigations.
• Demonstrated sound judgment in when to self-solve vs. escalate, and how to document and share learnings.
• Comfortable working remotely with a distributed team and occasionally traveling to Horizon3 offices (including Chicago) as business needs dictate.

Requirements

• 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 supporting both in-office and remote/distributed employees at a high-growth technology company is strongly preferred.
• Relevant certifications (e.g., CompTIA A+, Network+, ITIL Foundation, Jamf, or similar) are a plus but not required.

Required Tech Stack Experience

• 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.).

Travel Required

We are a fully remote company, and this job may require up to 10% travel to be successful, including occasional trips to Horizon3 locations for office work, projects, or team events.

Compensation and Values

At Horizon3, we believe that our people are our greatest asset, and our compensation philosophy reflects this core value. We are committed to fostering an environment where all employees feel valued, respected, and rewarded for their contributions. Our compensation structure is designed to be fair, competitive, and transparent, ensuring that every team member is recognized and compensated equitably across roles, levels, and locations.

In accordance with various State’s transparency regulations, we provide the following salary range information for this position:

• Base salary range: $142,718 to $160,904.
• The exact salary will be determined based on the selected candidate’s location, qualifications, experience, and relevant skills.
• Additional compensation: All full-time roles are eligible for an equity package in the form of stock options.

Perks of Horizon3

• 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.

You Belong Here

Horizon3 is not just an equal opportunity employer - we are a community that values diversity, equity, and inclusion as fundamental principles of our culture and success. We are dedicated to fostering a workplace where everyone feels welcome and respected, regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, hair length or any other legally protected status by law.

Our commitment to diversity and inclusion means we strive to attract, develop, and retain a workforce that reflects the varied communities we serve. We believe that diverse perspectives drive innovation and strengthen our ability to create cutting-edge cybersecurity solutions. At Horizon3, every team member is valued and supported in an environment that encourages personal and professional growth.

We welcome candidates from all backgrounds and experiences, and we encourage all qualified individuals to apply. Come be a part of Horizon3, where your unique contributions are recognized, and your potential is limitless.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.

Application Note

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.