Remote IT Support Analyst — End-User & Security Ops

Horizon3; United States; Hybrid; 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 is seeking an IT Support Analyst to provide hands-on technical support with a focus on remote coverage for our East Coast-based staff. This front-line role builds depth across endpoint, identity, and collaboration tooling.

The role resolves day-to-day issues remotely for a distributed workforce, covering hardware, software, account access, and collaboration tools. A customer-service mindset and solid troubleshooting skills are essential.

Qualifications

• Foundational IT support, help desk or end-user services experience.
• Experience with common endpoint OS (MacOS/Windows) and enterprise collaboration software.
• Clear communication to both technical and non-technical employees.
• Ability to prioritize and manage a queue of concurrent requests with minimal direction.
• Sound judgment on when to resolve issues independently vs. escalate.
• Curiosity and willingness to challenge norms to improve user experience.

Responsibilities

• Provide onsite technical support including hardware setup, network connectivity, conference room/AV equipment, and printer/peripheral troubleshooting.
• Resolve incoming help desk tickets and requests for a distributed workforce, covering hardware, software, account access, and queue management.
• Support onboarding and offboarding logistics for 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 requests.
• Support endpoint management tasks such as imaging, patch verification, and asset tracking in Jamf or Iru.
• Maintain accurate records of tickets, assets, and resolutions for reporting and audits.
• Follow runbooks and knowledge base articles, flag gaps or outdated content to the Global Help Desk Manager.
• Escalate unresolved or high-impact issues to leads or managers with context and steps taken.
• Partner with Security and IT Engineering on device compliance and access control as directed.
• Demonstrate integrity, process improvement and customer satisfaction.

Skills

IT support

Help desk

Communication

Queue management

Customer service

Troubleshooting

Tools

Jira

Okta

Entra

Jamf

Iru

Intune

Google Workspace

Slack

Zoom

Job description

Horizon3 is seeking an IT Support Analyst to provide hands-on technical support with a focus on remote coverage for our East Coast-based staff. This front-line role builds depth across endpoint, identity, and collaboration tooling.

The role resolves day-to-day issues remotely for a distributed workforce, covering hardware, software, account access, and collaboration tools. A customer-service mindset and solid troubleshooting skills are essential.