Senior IT Analyst

Role overview

Provide advanced technical support to a distributed workforce, taking ownership of complex issues that exceed routine help desk workflows. The role spans endpoint devices, identity and access, collaboration tools, and occasional office technology support, while helping improve the IT support function through durable fixes and clear documentation.

Responsibilities

- Resolve escalated issues across macOS and Windows devices, identity systems, and collaboration platforms, from initial investigation through root-cause analysis. - Configure and troubleshoot endpoint management policies, device profiles, and compliance checks. - Investigate single sign-on, multifactor authentication, conditional access, and group or role-based access problems. - Support collaboration tools and office technology, including meeting rooms and shared devices; travel occasionally for deployments and events. - Improve ticket triage, escalation paths, runbooks, and knowledge base materials; identify recurring issues and recommend lasting fixes. - Coordinate device provisioning, refresh, inventory, onboarding, and offboarding with IT and People teams; work with Security and IT Engineering on compliance and access needs.

Requirements

- Substantial experience in IT support, help desk, or IT operations, including Tier 2 or Tier 3 support for a distributed workforce. - Strong troubleshooting skills across macOS and/or Windows, including operating systems, hardware, basic networking, and enterprise software. - Clear, empathetic communication with technical and nontechnical colleagues, including setting expectations and explaining resolutions. - Ability to manage concurrent requests, balance quick fixes with deeper investigations, and use sound judgment about when to escalate. - Comfort working remotely and traveling occasionally to office locations.

Nice to have

- Familiarity with endpoint management, identity, and collaboration platforms such as Jamf or Intune, Okta or Entra, Google Workspace, Slack, and Zoom. - Experience improving support operations through automation, configuration changes, or mentoring junior analysts.

Benefits and work setup

- Remote role within the United States, with occasional travel to offices and events. - Full-time roles include stock options; benefits include health, vision, and dental coverage, flexible vacation, and parental leave.