IT Analyst, Horizon3

• 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
• 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
• 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
• Must be able to provide onsite, hands-on technical support in the San Francisco office on a hybrid schedule
• 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

Desirable

• We are seeking an IT Support Analyst to provide hands-on technical support for employees, with a focus on hybrid, onsite coverage for our San Francisco office
• This role will resolve day-to-day technical issues — in person for San Francisco-based staff and remotely for the broader distributed workforce — covering hardware, software, account access, and collaboration tools
• Provide onsite technical support for the San Francisco office, 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 San Francisco-based and west-region 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