IT Analyst (San Francisco)

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

Location Specific: Hybrid – San Francisco, CA office (candidate must reside in the San Francisco Bay Area)

Get to Know Us

Horizon3 is a fast-growing, remote cybersecurity company dedicated to the mission of enabling organizations to proactively find and fix and verify exploitable attack vectors before criminals exploit them. Our flagship product, the NodeZeroTM platform, delivers production-safe autonomous pentests and other key assessment operations that scale across the largest internal, external, cloud, and hybrid cloud environments. NodeZero has been adopted by organizations of all sizes, from small educational institutions to government agencies and Global 100 enterprises. It is used by ITOps/SecOps teams, consulting pentesters, and MSSPs and MSPs.

We are a fusion of former U.S. Special Operations cyber operators, startup engineers, and formerly frustrated cybersecurity practitioners. We're committed to helping solve our common security problems: ineffective security tools, false positives resulting in alert fatigue, blind spots, "checkbox” security culture, cybersecurity skills shortage, and the long lead time and expense of hiring outside consultants. Collectively, we are a team of learn it alls, committed to a culture of respect, collaboration, ownership, and results.

Get to Know Us

Horizon3 is a fast-growing, remote cybersecurity company dedicated to the mission of enabling organizations to proactively find, fix and verify exploitable attack vectors before criminals exploit them. Our flagship product, the NodeZero™ platform, delivers production-safe autonomous pentests and other key assessment operations that scale across the largest internal, external, cloud, and hybrid cloud environments. NodeZero has been adopted by organizations of all sizes, from small educational institutions to government agencies and Global 100 enterprises. It is used by IT Ops/SecOps teams, consulting pentesters, and MSSPs and MSPs.

We are a fusion of former U.S. Special Operations cyber operators, startup engineers & operators, and formerly frustrated cybersecurity practitioners. We're committed to helping solve our common security problems: ineffective security tools and false positives, resulting in alert fatigue, blind spots, “checkbox” security culture, cybersecurity skills shortage, and the long lead time and expense of hiring outside consultants. Collectively, we are a team of learn it alls, committed to a culture of respect, collaboration, ownership, and results.

What You’ll Do

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 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 tooling.

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. The 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 Manager.

This role will be responsible for.....

• 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

What You’ll Bring

• 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

Minimum Education And Experience

• 2–4 years of experience in IT support, help desk, or IT operations
• Experience supporting both in-office and remote/distributed employees preferred

Required Tech Stack Experience

• Familiarity with Jira or Jira Service Management
• Comfortable managing identity in Okta, Entra, or similar
• Experience using Jamf, Iru, or Intune
• Expert in Google Workspace, Slack, and Zoom

What Sets You Apart?

• You've supported a hybrid or distributed workforce and are comfortable switching between in-person and remote troubleshooting
• You've contributed to onboarding/offboarding or endpoint management processes that improved speed or consistency
• You're proactive about documenting fixes and updating knowledge base content for the next person
• Relevant certifications such as CompTIA A+, ITIL Foundation, or similar
• Experience in high-growth SaaS or cybersecurity companies

Travel Required

This role requires regular in-office presence at our San Francisco office on a hybrid schedule; travel beyond the San Francisco metro area is not part of the job, but may occur from time-to-time according to the needs of the business.

Perks of Horizon3

• Inclusive Team: We value diversity and promote an inclusive culture where everyone can thrive.
• Growth Opportunities: Be part of a dynamic and growing team with numerous career development opportunities.
• Innovative Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking.
• Hybrid & Remote Work: We embrace a mix of remote and hybrid work models depending on role and location, including our Chicago office, where some roles require regular in-office presence.
• Competitive Compensation: We offer competitive salary, equity and benefits. Our benefits include health, vision & dental insurance for you and your family, a flexible vacation policy, and generous parental leave.

Compensation And Values

At Horizon3, we believe that our people are our greatest asset, and our compensation philosophy reflects this core value. We are committed to fostering an environment where all employees feel valued, respected, and rewarded for their contributions. Our compensation structure is designed to be fair, competitive, and transparent, ensuring that every team member is recognized and compensated equitably across roles, levels, and locations.

In accordance with various State’s transparency regulations, we provide the following salary range information for this position:

• Base salary range $128,000 - $140,000 annually. The exact salary will be determined based on the selected candidate’s location, qualifications, experience, and relevant skills.
• Additional compensation: All full-time roles are eligible for an equity package in the form of stock options.

You Belong Here

Horizon3 is not just an equal opportunity employer - we are a community that values diversity, equity, and inclusion as fundamental principles of our culture and success. We are dedicated to fostering a workplace where everyone feels welcome and respected, regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, hair length or any other legally protected status by law.

Our commitment to diversity and inclusion means we strive to attract, develop, and retain a workforce that reflects the varied communities we serve. We believe that diverse perspectives drive innovation and strengthen our ability to create cutting-edge cybersecurity solutions. At Horizon3, every team member is valued and supported in an environment that encourages personal and professional growth.

We welcome candidates from all backgrounds and experiences, and we encourage all qualified individuals to apply. Come be a part of Horizon3, where your unique contributions are recognized, and your potential is limitless.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.

Application Note

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.