Enterprise IT Support Analyst - Client & Security Ops

Athena; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Athena is seeking a Client IT Analyst to support enterprise customers and internal stakeholders with client-facing technical, access, and operational support issues. You will troubleshoot identity and access problems, manage tickets, coordinate escalations, and partner with Security, Infrastructure, Customer Success, Support, and Product teams to maintain service reliability.

Join a fast-paced IT operations environment where clear communication and proactive problem solving are essential.

Qualifications

• 3+ years of experience in technical support, enterprise IT, helpdesk engineering, systems administration, customer support engineering, or related roles.
• Experience troubleshooting identity, authentication, endpoint, SaaS, or access-related issues.
• Familiarity with SSO, MFA, identity providers, device management, and enterprise support environments.
• Strong troubleshooting and problem-solving skills.
• Strong communication and customer service skills.
• Ability to coordinate across technical and non-technical teams.
• Experience managing tickets, escalations, and operational workflows.
• Comfortable operating in fast-paced environments with shifting priorities.

Responsibilities

• Serve as a technical support contact for enterprise customers and strategic accounts.
• Troubleshoot customer-facing issues related to authentication, account access, enterprise integrations, endpoint posture, and operational workflows.
• Assist customers with onboarding, access configuration, SSO setup, MFA enrollment, and troubleshooting.
• Coordinate resolution efforts across Infrastructure, Security, Engineering, Product, Customer Success, and Support teams.
• Support operational workflows related to enterprise SaaS environments and customer support systems.
• Manage customer-facing support tickets and technical escalations through resolution.
• Track issues, owners, timelines, and follow-up actions.
• Prioritize high-severity customer-impacting issues and coordinate appropriate response efforts.
• Maintain clear written updates for customers and internal stakeholders.
• Help improve escalation handling, ticket management, and operational support procedures.
• Support troubleshooting related to identity and access management systems.
• Assist with endpoint-related operational issues involving managed devices, device trust, security posture, and enterprise access controls.
• Help support secure authentication and access workflows across enterprise environments.
• Coordinate with internal Security teams during customer-impacting security investigations or security-related support issues.
• Assist with operational tasks related to monitoring, remediation, and support workflows.
• Assist with operational coordination during incidents or service disruptions.
• Help prepare customer-facing communications, updates, and follow-up reporting.
• Ensure customers receive timely and professional updates during operational issues.
• Partner with Customer Success, Support, and Security teams to maintain customer trust during escalations.
• Improve operational maturity for customer support and escalation workflows.
• Build and maintain runbooks, troubleshooting guides, and knowledge base documentation.
• Identify recurring operational pain points and partner with technical teams on long-term improvements.
• Help improve automation and operational efficiency across support workflows.
• Contribute to operational metrics and reporting.

Skills

Technical support

Enterprise IT

Helpdesk engineering

Systems administration

Customer support engineering

Troubleshooting

Communication skills

Ticketing & escalation

Job description

Athena is seeking a Client IT Analyst to support enterprise customers and internal stakeholders with client-facing technical, access, and operational support issues. You will troubleshoot identity and access problems, manage tickets, coordinate escalations, and partner with Security, Infrastructure, Customer Success, Support, and Product teams to maintain service reliability.

Join a fast-paced IT operations environment where clear communication and proactive problem solving are essential.