IT Analyst

Horizon3; San Francisco (CA); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Growth opportunities

Innovation culture

Inclusive and diverse team

Flexible work environment

Job summary

Horizon3 is seeking an IT Support Analyst to deliver hands-on technical support for the San Francisco office and remote staff. You will handle hardware, software, account access, and collaboration tools, while ensuring secure access and device compliance.

The role includes onboarding/offboarding, ticket management, and working with security and IT engineering on policy enforcement. The ideal candidate has 2–4 years in IT support, strong troubleshooting, and experience with Google Workspace,

Qualifications

• 2–4 years of IT support, help desk, or IT operations experience.
• Experience supporting hybrid or distributed workforces.
• Proficiency with Google Workspace, Slack, Zoom.
• Familiarity with identity platforms (Okta/Entra).
• Experience imaging, patch verification, and asset tracking (Jamf/Iru/Intune).
• Proactive documentation and knowledge base updates.

Responsibilities

• Provide hands-on technical support for San Francisco staff and remote users.
• Resolve day-to-day tickets covering hardware, software, accounts, and collaboration tools.
• Set up hardware and conference room/AV equipment; troubleshoot printers and peripherals.
• Manage onboarding/offboarding logistics for SF-based and west-region employees.
• Escalate issues to senior staff with clear context and steps attempted.
• Collaborate with Security and IT Engineering on device compliance and access control.

Skills

Google Workspace

Slack

Zoom

Okta/Entra

Jamf/Iru/Intune

Jira/Jira Service Management

End-user support

Hybrid/onsite support

Tools

MacOS

Windows

Job description

• We are seeking an IT Support Analyst to provide hands‑on technical support for employees, with a focus on hybrid, onsite coverage for our San Francisco office
• This role will resolve day‑to‑day technical issues — in person for San Francisco‑based staff and remotely for the broader distributed workforce — covering hardware, software, account access, and collaboration tools
• 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

Benefits

• Growth Opportunities: Be part of a dynamic and growing team with numerous career advancement opportunities
• Innovation-Driven Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking
• Inclusive and Diverse Team: We value diversity and promote an inclusive culture where everyone can thrive
• Flexible Work Environment: Enjoy the convenience and work-life balance that comes with remote work

This is a front-line role for someone who enjoys solving technical problems directly with end users and wants to build depth across endpoint, identity, and collaboration toolingThe ideal candidate brings solid troubleshooting fundamentals, reliable follow-through, and a customer-service mindset, and is comfortable escalating complex or ambiguous issues to senior support staff or the Global Help Desk ManagerMust have working knowledge of common endpoint operating systems (MacOS and/or Windows) and standard enterprise collaboration softwareMust have foundational experience in IT support, help desk, or end-user servicesMust be able to communicate clearly with both technical and non-technical employeesMust be able to prioritize and manage a queue of concurrent requests with minimal directionMust be able to provide onsite, hands-on technical support in the San Francisco office on a hybrid scheduleMust demonstrate sound judgment in knowing when to resolve an issue independently versus escalatedMust demonstrate curiosity and a willingness to question the norm in pursuit of an exceptional user experienceExperience supporting both in-office and remote/distributed employees preferred2–4 years of experience in IT support, help desk, or IT operationsExpert in Google Workspace, Slack, and ZoomComfortable managing identity in Okta, Entra, or similarExperience using Jamf, Iru, or IntuneFamiliarity with Jira or Jira Service ManagementYou’ve supported a hybrid or distributed workforce and are comfortable switching between in-person and remote troubleshootingYou’re proactive about documenting fixes and updating knowledge base content for the next personYou’ve contributed to onboarding/offboarding or endpoint management processes that improved speed or consistencyExperience in high-growth SaaS or cybersecurity companiesRelevant certifications such as CompTIA A+, ITIL Foundation, or similar