Hybrid IT Support Analyst — Hands-On End-User Tech (SF)

Horizon3.ai; San Francisco (CA); Hybrid; USD 128,000 - 140,000; Full time

Benefits offered by this job

Inclusive Team

Growth Opportunities

Innovative Culture

Hybrid & Remote Work

Competitive Compensation

Job summary

Horizon3.ai in San Francisco seeks an IT Support Analyst to provide hands-on technical support with a focus on hybrid, onsite coverage for the SF office. You will troubleshoot hardware, software, accounts, and collaboration tools for a distributed workforce and escalate complex issues to senior staff as needed.

The role emphasizes strong customer service, documentation, and collaboration with Security and IT Engineering, with a base salary in the stated range and equity opportunities for

Qualifications

• 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 elevate 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.

Responsibilities

• 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.

Skills

IT support experience

Endpoint OS

Communication

Queue management

Decision making

Curiosity

Onsite support

Education

2–4 years IT support experience

Tools

Jira/Jira Service Management

Okta/Entra

Jamf/Iru/Intune

Google Workspace/Slack/Zoom

Job description

Horizon3.ai in San Francisco seeks an IT Support Analyst to provide hands-on technical support with a focus on hybrid, onsite coverage for the SF office. You will troubleshoot hardware, software, accounts, and collaboration tools for a distributed workforce and escalate complex issues to senior staff as needed.

The role emphasizes strong customer service, documentation, and collaboration with Security and IT Engineering, with a base salary in the stated range and equity opportunities for