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Senior IT Analyst

Horizon3 AI· Security and IT
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Remote$115.7k - $160.9kFull-timePosted 4d ago

About the role

Senior IT Analyst to provide advanced, hands-on technical support to a distributed workforce, serving as a Tier 2/3 escalation point for complex endpoint, identity, and collaboration issues, and driving IT support maturity in a remote-first environment.

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; identify recurring problems and drive durable fixes.
  • Endpoint, identity, and collaboration tooling: Own or co-own advanced configuration and troubleshooting within endpoint management tools (e.g., Jamf, Intune, or similar); troubleshoot identity and access issues in Okta/Entra; act as SME for Google Workspace, Slack, Zoom including complex calendaring, meeting, and integration issues.
  • Office and event support: Provide advanced remote support for office infrastructure; travel occasionally to offices for upgrades, deployments, and onsite events; validate reliable technology for office users and conference rooms.
  • Process, tooling, and documentation: Refine ticket triage/escalation paths and SLAs; create and maintain troubleshooting runbooks, how-to guides, SOPs, and knowledge base articles; evaluate new tools to improve support quality and end-user experience.
  • Onboarding, offboarding, and lifecycle: Partner with IT and People teams to ensure smooth onboarding/offboarding and device lifecycle management including asset tracking and inventory hygiene.
  • Partnership and communication: Collaborate with Security and IT Engineering on device compliance and incident response; communicate status and resolutions clearly; mentor junior analysts and share knowledge.

Qualifications

  • 4–6+ years of experience in IT support, help desk, or IT operations with Tier 2/3 responsibilities.
  • Experience supporting both in-office and remote/distributed employees at a high-growth technology company strongly preferred.
  • Relevant certifications (e.g., CompTIA A+, Network+, ITIL Foundation, Jamf, or similar) are a plus but not required.
  • Must have substantial experience in IT support, help desk, or IT operations with clear Tier 2/3 responsibilities.
  • Strong troubleshooting skills across MacOS and/or Windows endpoints, including OS, hardware, networking basics, and standard enterprise software.
  • Clear communication with technical and non-technical employees; ability to prioritize and manage a queue of concurrent requests.
  • Comfort with remote work and occasional travel to Horizon3 offices (including Chicago).

Skills

Required:IT support / help deskMacOS and Windows endpoint troubleshootingIdentity and access managementEndpoint management toolingGoogle Workspace / Slack / Zoom
Nice to have:SaaS applications access modelsDocumentation and runbooksMentoring / leadership

Benefits

  • Health, vision & dental insurance for you and your family
  • Flexible vacation policy
  • Generous parental leave
  • Equity package for full-time roles
  • Hybrid & Remote Work options
  • Inclusive team culture
  • Growth opportunities
Last updated Oct 22, 2026. Interested? Apply on the company site.

About Horizon3 AI

Only Pentesting Platform Proven in Production

Continuously assess, fix, and verify your security posture. Securing enterprises across many attack surfaces.

PentestingSecurity PostureThreat DetectionVulnerabilitiesRisk AssessmentOffensive Security
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