IT Support Analyst

Handshake; City of Niagara Falls (NY); Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

Equity in a fast-growing company

Paid parental leave

Wellbeing stipend

Remote & Office benefits

Flexible PTO

Job summary

Handshake is seeking an IT Support Analyst to deliver an exceptional technology experience for a distributed workforce. You\'ll resolve technical issues, administer core IT systems, and help improve internal processes as we scale.

This role suits someone who enjoys troubleshooting, learning new technologies, and collaborating across teams. You\'ll support remote and hybrid employees across multiple time zones and contribute to IT projects and security documentation.

Qualifications

• 2–4 years IT support experience in SaaS/startup environment.
• Experience supporting macOS (Windows a plus).
• Hands-on with Google Workspace, Slack, Okta, ITSM tools.

Responsibilities

• Provide Tier 1 and 2 IT support across hardware, SaaS applications, identity systems, and collaboration tools.
• Troubleshoot and resolve issues to deliver excellent employee experience.
• Support onboarding/offboarding workflows and identity management (Okta, Google Workspace).
• Assist with endpoint management and asset tracking (Jamf, Kandji, JumpCloud, Intune).
• Maintain internal documentation and knowledge base articles.

Skills

Troubleshooting

Customer focus

Documentation

Communication

Tools

Google Workspace

Slack

Okta

ITSM platforms

Job description

For cash compensation, we set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above.

About Handshake

Handshake was founded on a simple belief that everyone deserves a path to a great career, regardless of where they went to school or who they know. Today, we power 25 million job seekers, 1 million+ employers, and 1,600 educational institutions.

In 2025, we started Handshake AI and built the fastest-growing AI data business in history. We work directly with frontier AI lab researchers to create evaluations, publish benchmarks, and push the boundary of data. We’ve grown from $0 to ~$1B run rate and pay ~$60M to over 30K individuals every month.

Why join Handshake now:

Shape how every career evolves in the AI economy, at global scale, with impact your friends, family, and peers can see and feel

Partner hand-in-hand with world-class AI labs, Fortune 500 partners, and the world’s top educational institutions

Work alongside engineers, scientists, operators, and leaders from Palantir, Meta, Scale AI, and former YC founders

Build a massive, fast-growing business with billions in revenue

About the Role

We're looking for an IT Support Analyst to help deliver an exceptional technology experience for our employees. You'll support a distributed workforce by resolving technical issues, administering core IT systems, and helping improve internal processes as we continue to scale.

This role is ideal for someone who enjoys troubleshooting complex problems, learning new technologies, and collaborating across teams. You'll have opportunities to automate repetitive work, contribute to IT projects, and grow your technical expertise in a fast-paced environment.

What You'll Do

Support the Employee IT Experience

Provide Tier 1 and Tier 2 support across hardware, SaaS applications, identity systems, and collaboration tools

Troubleshoot and resolve technical issues with a focus on delivering an excellent employee experience

Support remote and hybrid employees across multiple time zones

Escalate complex issues when appropriate while owning tickets through resolution

Help Improve IT Operations

Support onboarding and offboarding workflows

Assist with identity and access management (Okta, Google Workspace, etc.)

Help administer endpoint management platforms (Jamf, Kandji, JumpCloud, Intune, or similar)

Manage software provisioning, license assignments, and asset tracking

Identify recurring issues and recommend process improvements or automation opportunities

Contribute to Security & Documentation

Maintain internal documentation and knowledge base articles

Partner with Security to support device compliance and access management

Assist with IT projects, tool implementations, and operational improvements

Participate in incident response and troubleshooting efforts as needed

Collaborate Across the Business

Partner with People Ops, Finance, Security, and Engineering to support day-to-day technology needs

Help deploy new hardware, software, and productivity tools

Contribute to office and remote IT initiatives as the company grows

You Have

2–4 years of IT support experience, preferably in a SaaS, startup, or fast-paced environment

Experience supporting macOS (Windows experience is a plus)

Hands-on experience with:

Google Workspace

Slack

Okta or another identity provider

ITSM platforms (Jira Service Management, ServiceNow, Zendesk, or similar)

Technical Skills

Strong troubleshooting skills across hardware, SaaS applications, identity, and basic networking

Experience administering common SaaS applications and user lifecycle management

Familiarity with scripting or automation (Bash, PowerShell, Python, or similar) is a plus

What We're Looking For

A customer-first mindset with strong problem-solving skills

Organized and detail-oriented with solid documentation habits

Curious and eager to learn new technologies

Comfortable balancing multiple priorities in a fast-moving environment

Strong written and verbal communication skills

Takes ownership of assigned work while knowing when to seek guidance

We Offer

Handshake delivers benefits that help you feel supported—and thrive at work and in life.

The below benefits are for full-time US employees.

• Ownership: Equity in a fast-growing company
• Family Support: Paid parental leave, fertility benefits, parental coaching
• Wellbeing: Medical, dental, and vision, mental health support, $500 wellness stipend
• Remote & Office: Internet, commuting, and free lunch/gym in our SF office
• Time Off: Flexible PTO, 15 holidays + 2 flex days