IT Analyst (Remote)

Role overview A fully remote IT Support Analyst position providing hands-on technical assistance to a distributed workforce, with a focus on East Coast coverage. The role is a front-line help desk position suited for someone who enjoys solving everyday technical problems directly with end users and wants to build depth across endpoint, identity, and collaboration tooling. It offers the chance to partner with security and engineering teams on device compliance and access control practices.

Responsibilities - Provide onsite and remote support covering hardware setup, network connectivity, conference room/AV equipment, and printer or peripheral troubleshooting - Resolve incoming help desk tickets spanning hardware, software, account access, and collaboration tooling, while managing the ticketing queue - Support onboarding and offboarding logistics, including equipment provisioning, account setup, and device retrieval - Administer routine identity and access tasks such as password resets, MFA support, and access requests, escalating complex or policy-sensitive items - Support endpoint management tasks like imaging, patch verification, and asset tracking using platforms such as Jamf or Iru - Maintain accurate records of tickets, assets, and resolutions to support reporting and audit needs, and follow documented runbooks and knowledge base articles - Escalate unresolved or high-impact issues to senior staff with clear context and troubleshooting steps already attempted

Requirements - 2–4 years of experience in IT support, help desk, or IT operations - Working knowledge of macOS and/or Windows endpoints and standard enterprise collaboration software - Familiarity with Jira or Jira Service Management for ticket handling - Comfort managing identity in Okta, Entra, or similar platforms - Ability to communicate clearly with both technical and non-technical employees - Sound judgment to resolve issues independently when appropriate and escalate when not

Benefits and work setup - Fully remote position - Base salary range of $115,000–$130,000, depending on location, qualifications, and experience - Equity package in the form of stock options for full-time roles - Health insurance coverage for employees and family, flexible vacation policy, and generous parental leave