IT Support Analyst

Handshake; New York (NY); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Equity

401(k) match

Parental leave

Medical benefits

Wellness stipend

Learning stipend

Remote work stipend

Flexible PTO

Holidays

Referral bonuses

Job summary

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

The role emphasizes troubleshooting, learning new technologies, and collaborating across teams, with opportunities to automate work and contribute to IT projects in a fast-paced environment.

Qualifications

• 2–4 years of IT support experience in a SaaS/startup/fast-paced environment.
• Experience supporting macOS (Windows is a plus).
• Hands-on experience with Google Workspace, Slack, Okta, and endpoint management tools.
• Experience with ITSM platforms (Jira Service Management, ServiceNow, Zendesk, or similar).

Responsibilities

• Provide Tier 1 and Tier 2 support across hardware, SaaS applications, identity systems, and collaboration tools.
• Troubleshoot and resolve technical issues delivering an excellent employee experience.
• Support onboarding and offboarding workflows.
• Assist with identity and access management and endpoint management.
• Maintain internal documentation and knowledge base articles.
• Collaborate with People Ops, Finance, Security, and Engineering on tech needs.

Skills

IT support experience

macOS experience

SaaS startup experience

Troubleshooting

Tools

Google Workspace

Slack

Okta

Jamf

Kandji

JumpCloud

Intune

Jira Service Management

ServiceNow

Zendesk

Job description

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

  • Endpoint management tools (Jamf, Kandji, Intune, JumpCloud, etc.)

  • 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

• Comfortable working in cloud‑first environments

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

• Financial Wellness: 401(k) match, competitive compensation, financial coaching

• Family Support: Paid parental leave, fertility benefits, parental coaching

• Wellbeing: Medical, dental, and vision, mental health support, $500 wellness stipend

• Growth: $2,000 learning stipend, ongoing development

• Remote & Office: Internet, commuting, and free lunch/gym in our SF office

• Time Off: Flexible PTO, 15 holidays + 2 flex days

• Connection: Team outings & referral bonuses

Explore our mission, values, and comprehensive US benefits at joinhandshake.com/careers.