IT Support Analyst - Apple & AI Tools Specialist

ID.me; Mountain View (WY); On-site; USD 90,000 - 105,000; Full time

Job summary

ID.me is seeking an IT Support Analyst to join our Mountain View IT department, providing tier 1 and 2 support, hardware setup, AV support, and IT administration.

You will help employees use modern productivity tools, including AI-powered applications, while ensuring security and compliance.

This on-site role involves on-call rotations, desk-side support, and collaborating across teams to maintain a reliable technology experience.

Qualifications

• 2+ years of experience in desktop or IT support roles within an enterprise environment.
• 1+ years of demonstrated experience troubleshooting Apple hardware and software.
• 1+ years proven track record of using ticket-based support systems.
• Ability to support end-users in adopting new technologies, including explaining AI-driven features in a clear, non-technical manner.
• Understanding of data privacy, security, and responsible use considerations related to AI-enabled tools.
• Ability to regularly lift and handle IT equipment up to 25 pounds, and occasionally up to 50 pounds.

Responsibilities

• Provide front-line support for a range of technical issues.
• Troubleshoot and support Apple hardware, software, and peripherals.
• Deliver friendly, customer-focused IT support while maintaining SLAs.
• Set up new hire equipment, including laptops, monitors, and accessories.
• Assist in user account management across various internal and external systems.
• Assist with hardware and software setup, configuration, and maintenance.
• Support end-users with productivity tools, including AI-enabled applications and platforms.
• Contribute to the development of clear documentation and technical guides.
• Ensure compliance with IT operating procedures.
• Handle equipment logistics, boxing, shipping and inventory tracking.
• Install and configure new IT equipment as needed.
• Support the existing IT infrastructure and assist with improvements.
• Perform other duties as assigned to meet team and organizational needs.
• Participate in on-call rotations to provide support as needed, including after-hours and weekends.

Skills

IT support experience

Apple hardware support

Ticket systems

AI feature explanation

Data privacy & security

Physical lifting

Tools

Remote desktop tools

MDM solutions

Job description

ID.me is seeking an IT Support Analyst to join our Mountain View IT department, providing tier 1 and 2 support, hardware setup, AV support, and IT administration.

You will help employees use modern productivity tools, including AI-powered applications, while ensuring security and compliance.

This on-site role involves on-call rotations, desk-side support, and collaborating across teams to maintain a reliable technology experience.