IT Support Analyst at Handshake
Overview
We are seeking an IT Support Analyst to enhance the technology experience for our employees. This role focuses on delivering exceptional support for a distributed workforce. You will resolve technical issues and improve internal processes while scaling rapidly.
What You'll Do15
- 1Provide Tier 1 and Tier 2 support across hardware, SaaS applications, identity systems, and collaboration tools
- 2Troubleshoot and resolve technical issues with a focus on delivering an excellent employee experience
- 3Support remote and hybrid employees across multiple time zones
- 4Escalate complex issues while owning tickets through resolution
- 5Help improve IT operations including onboarding and offboarding workflows
- 6Assist with identity and access management using Okta or Google Workspace
- 7Administer endpoint management platforms such as Jamf or Kandji
- 8Manage software provisioning and license assignments
- 9Identify recurring issues and recommend automation opportunities
- 10Maintain internal documentation and knowledge base articles
- 11Contribute to security and document device compliance
- 12Participate in incident response and troubleshooting efforts
- 13Collaborate with People Ops Finance Security and Engineering to support technology needs
- 14Deploy new hardware and productivity tools
- 15Contribute to office and remote IT initiatives
Requirements12
- 15+ years building IT support in SaaS or fast-paced environments
- 2Experience with macOS preferred
- 3Hands-on experience with Google Workspace Slack Okta or other identity providers
- 4Endpoint management tools such as Jamf Kandji Intune JumpCloud or similar
- 5ITSM platforms like Jira Service Management ServiceNow or Zendesk
- 6Technical Skills including troubleshooting across hardware SaaS identity and networking
- 7Familiarity with scripting or automation (Bash PowerShell Python or similar)
- 8Strong documentation habits and attention to detail
- 9Curiosity and eagerness to learn new technologies
- 10Ability to balance multiple priorities in a fast-moving environment
- 11Excellent written and verbal communication skills
- 12Ownership mindset with willingness to seek guidance when needed
Salary Insight
$80 - $100k per year
Location
Required Skills
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