Remote IT Support Analyst: Endpoint & Access Specialist

horizon3ai; 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 employees. This front-line role suits someone who enjoys solving technical problems directly with end users and building depth across endpoint, identity, and collaboration tooling.

The ideal candidate brings solid troubleshooting fundamentals, a customer-service mindset, and comfort escalating complex issues to senior staff.

Qualifications

• Must have foundational experience in IT support, help desk, or end-user services.
• Must have working knowledge of MacOS and/or Windows and standard enterprise collaboration software.
• Must be able to communicate clearly with both technical and non-technical employees.
• Must be able to prioritize and manage a queue of concurrent requests with minimal direction.
• Must demonstrate sound judgment in knowing when to resolve an issue independently versus elevate it.
• Must demonstrate curiosity and a willingness to question the norm in pursuit of an exceptional 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 the broader 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 or policy-sensitive requests.
• Support endpoint management tasks such as imaging, patch verification, and asset tracking within Jamf or Iru/Intune.
• Maintain accurate records of tickets, assets, and resolutions to support reporting and audit needs.
• Follow runbooks and knowledge base articles for common issues, and flag gaps or outdated content to the Global Help Desk Manager.
• Escalate unresolved or high-impact issues to the appropriate lead or manager with context and steps taken.
• Partner with Security and IT Engineering on device compliance and access control practices as directed.
• Demonstrate a commitment to integrity, process improvement, and customer satisfaction.

Skills

IT support basics

Clear communication

Customer service mindset

Queue management

Independent problem-solving

Curiosity

Tools

Jira Service Management

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 employees. This front-line role suits someone who enjoys solving technical problems directly with end users and building depth across endpoint, identity, and collaboration tooling.

The ideal candidate brings solid troubleshooting fundamentals, a customer-service mindset, and comfort escalating complex issues to senior staff.