Hybrid IT Support Analyst — SF Frontline Tech

Horizon3; 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 in San Francisco is seeking an IT Support Analyst to deliver hands-on technical support for a hybrid, onsite-first environment. You’ll assist staff with hardware, software, accounts, and collaboration tools, resolving issues in person and remotely for a distributed workforce.

The role emphasizes proactive problem solving, strong customer service, and collaboration with Security and IT Engineering on device compliance, identity management, and documented runbooks.

Qualifications

• 2-4 years of IT support or help desk experience.
• Experience supporting both in-office and remote employees.
• Familiarity with Jira Service Management.
• Identity management experience with Okta/Entra or similar.
• Experience using Jamf, Iru, or Intune.
• Proactive about documenting fixes and updating knowledge base.
• Certifications like CompTIA A+, ITIL Foundations are a plus.

Responsibilities

• Provide onsite technical support for the San Francisco office, including hardware setup, network connectivity, conference room/AV, and printer issues.
• Resolve help desk tickets for distributed staff, covering hardware, software, accounts, and queue management.
• Assist onboarding/offboarding logistics for SF-based and west-region employees, including equipment provisioning and device retrieval.
• Handle identity/password resets, MFA support, and access requests.
• Support endpoint management tasks such as imaging, patch verification, and asset tracking.
• Maintain accurate records of tickets, assets, and resolutions for reporting and audits.
• Follow runbooks and KB articles, flag gaps to the Global Help Desk Manager.
• Escalate unresolved issues with context and attempted steps.
• Partner with Security and IT Engineering on device compliance and access control.
• Demonstrate integrity and commitment to customer satisfaction.

Skills

IT support

MacOS/Windows

Clear communication

Ticket queue management

Hybrid work

Tools

Jira

Okta/Entra

Jamf/Iru/Intune

Google Workspace/Slack/Zoom

Job description

Horizon3 in San Francisco is seeking an IT Support Analyst to deliver hands-on technical support for a hybrid, onsite-first environment. You’ll assist staff with hardware, software, accounts, and collaboration tools, resolving issues in person and remotely for a distributed workforce.

The role emphasizes proactive problem solving, strong customer service, and collaboration with Security and IT Engineering on device compliance, identity management, and documented runbooks.