Remote IT Support Analyst - End-User Experience & Security

Horizon3.ai; United States; Remote; USD 115,000 - 130,000; Full time

Benefits offered by this job

Inclusive team

Growth opportunities

Innovative culture

Hybrid & remote work

Competitive compensation

Job summary

Horizon3.ai is seeking an IT Support Analyst to provide hands-on remote support for a distributed workforce, focusing on endpoint, identity, and collaboration tooling. You will resolve day-to-day issues and escalate complex cases to senior staff, ensuring timely and effective user experiences.

The role requires strong troubleshooting fundamentals, reliable follow-through, and a customer-service mindset. Experience with Jira, Okta, Jamf, and Google Workspace is highly valued, with opportunities

Qualifications

• Foundational IT support experience in help desk or end-user services.
• Experience with common endpoint OS (MacOS/Windows) and enterprise collaboration tools.
• Ability to communicate clearly with technical and non-technical staff.

Responsibilities

• Provide onsite technical support including hardware setup and conference room/AV equipment troubleshooting.
• Resolve incoming help desk tickets for hardware, software, accounts, and queue management.
• Support onboarding/offboarding logistics including equipment provisioning and device retrieval.
• Administer identity and access tasks (password resets, MFA) and escalate policy-sensitive requests.
• Assist with endpoint management tasks like imaging, patch verification, and asset tracking (Jamf/Iru/Intune).
• Maintain accurate records of tickets, assets, and resolutions for reporting and audits.
• Follow runbooks and knowledge base; flag gaps or outdated content to the Global Help Desk Manager.
• Escalate unresolved/high-impact issues with context and steps taken.
• Collaborate with Security/IT Engineering on device compliance and access control.

Skills

IT support

Customer service mindset

Communication

Problem solving

Hybrid/remote troubleshooting

Tools

Jira / Jira Service Management

Okta / Entra identity

Jamf / Iru / Intune

Google Workspace

Slack

Zoom

Job description

Horizon3.ai is seeking an IT Support Analyst to provide hands-on remote support for a distributed workforce, focusing on endpoint, identity, and collaboration tooling. You will resolve day-to-day issues and escalate complex cases to senior staff, ensuring timely and effective user experiences.

The role requires strong troubleshooting fundamentals, reliable follow-through, and a customer-service mindset. Experience with Jira, Okta, Jamf, and Google Workspace is highly valued, with opportunities