Senior IT Analyst

Swooped; USA; Remote; USD 143.000 - 161.000; Vollzeit

Benefits dieser Stelle

Stock options

Health insurance

Dental insurance

Vision insurance

PTO & parental leave

Professional development

Zusammenfassung

Swooped is hiring a Senior IT Analyst to deliver advanced technical support for a distributed US workforce. You will act as a Tier 2/3 escalation point for complex endpoint, identity, and collaboration issues, collaborating with Security and IT leadership to maintain a secure, reliable IT environment.

The role is fully remote within the United States, with responsibilities spanning deep-dive troubleshooting, tooling management, and IT process improvements.

Qualifikationen

• 4–6+ years of experience in IT support, help desk, or IT operations roles, with Tier 2/3 experience.
• Experience supporting a distributed or remote workforce.
• Strong troubleshooting across macOS and Windows endpoints.
• Hands-on experience with endpoint management tools (Jamf, Intune, Kandji).
• Experience managing identity and access with Okta, Microsoft Entra, or similar SSO/MFA.
• Advanced user/admin experience with Google Workspace, Slack, and Zoom.
• Familiarity with SaaS apps across HRIS, ATS, CRM, and finance.
• Experience using Jira or Jira Service Management for incident management.
• Strong communication and ability to explain complex issues in business-friendly terms.
• Ability to prioritize and manage multiple support requests.
• Sound judgment for escalation and knowledge sharing.

Aufgaben

• Serve as Tier 2/3 escalation point for complex endpoint, identity, and collaboration challenges.
• Troubleshoot and resolve high-impact, ambiguous issues through deep-dive analysis and pattern analysis across support queues.
• Manage and maintain endpoint, identity, and collaboration tooling (policy, compliance, asset tracking).
• Oversee IT lifecycle workflows (onboarding/offboarding).
• Contribute to IT processes, knowledge base docs, and self-service resources.
• Collaborate with cross-functional teams to align IT with business needs.
• Provide on-site technical support for office systems and events.

Kenntnisse

Tier 2/3 escalation

Distributed workforce

macOS

Windows

Jamf

Intune

Kandji

Okta

Microsoft Entra

SSO

MFA

Google Workspace

Slack

Zoom

Jira

Jira Service Management

Communication

Prioritization

Knowledge sharing

Tools

Jamf

Intune

Kandji

Okta

Microsoft Entra

Google Workspace

Slack

Zoom

Jira

Jira Service Management

Jobbeschreibung

The organization is seeking a Senior IT Analyst to deliver advanced, hands-on technical support to a distributed workforce and help drive the maturity of the internal IT support function. Serving as a Tier 2/3 escalation point for complex endpoint, identity, and collaboration issues, this role collaborates closely with Security and IT leadership to maintain a secure, reliable, and user-friendly IT environment.

This is a full-time, remote position based in the United States. The role resolves high-impact and ambiguous technical challenges that extend beyond standard help desk workflows, including conducting deep-dive troubleshooting, identifying patterns across support requests, and driving improvements across tooling, documentation, and operational processes.

Key Responsibilities

• Serve as a Tier 2/3 escalation point for complex endpoint, identity, and collaboration challenges.
• Troubleshoot and resolve higher-impact, ambiguous issues through deep-dive technical investigation and pattern analysis across support queues.
• Manage and maintain endpoint, identity, and collaboration tooling, including profile management, device compliance, and access administration.
• Oversee IT lifecycle workflows, including employee onboarding and offboarding.
• Contribute to the development, refinement, and documentation of IT processes, knowledge base articles, and self-service resources.
• Partner across technical teams, communicating effectively with both technical and non-technical staff to align IT operations with business needs.
• Provide on-site technical support for office systems, major initiatives, and team events as needed.

Required Qualifications

• 4–6+ years of experience in IT support, help desk, or IT operations roles, with documented experience serving in a Tier 2/3 capacity.
• Substantial background supporting a distributed or remote workforce.
• Strong troubleshooting capabilities across macOS, Windows endpoints, or both, covering operating systems, hardware, basic networking, and standard enterprise software.
• Hands-on experience administering endpoint management tools such as Jamf, Intune, Kandji, or similar platforms for policy management, compliance baselines, and asset tracking.
• Experience managing identity and access controls within Okta, Microsoft Entra, or comparable SSO and MFA platforms.
• Advanced user and administrative experience with Google Workspace (Gmail, Calendar, Drive), Slack, and Zoom.
• Familiarity with common SaaS business applications and their respective access models across HRIS, ATS, CRM, and finance systems.
• Experience utilizing Jira, Jira Service Management, or an equivalent ITSM ticketing platform for incident management and reporting.
• Strong communication skills with the ability to articulate technical issues and solutions in clear, business-friendly terms.
• Demonstrated ability to prioritize and manage concurrent support requests, balancing rapid resolutions with long-term investigations.
• Sound professional judgment regarding issue escalation, self-directed problem-solving, and knowledge sharing.

Preferred Qualifications

• Experience supporting both in-office and remote personnel within a high-growth technology, SaaS, or cybersecurity environment.
• Experience maturing an IT support function through workflow design, tool implementation, or SLA definition.
• Proven track record of developing or improving IT documentation, internal knowledge bases, and employee self-service materials.
• Experience supporting zero-trust security practices, device compliance frameworks, or security-focused configuration baselines.
• Experience mentoring junior IT analysts or acting as an informal team lead during projects or major incidents.
• Relevant industry certifications, such as CompTIA A+, Network+, ITIL Foundation, Jamf certifications, or equivalent credentials.

Compensation and Benefits

• Base salary range: $142,718 to $160,904 per year, with final compensation determined by location, qualifications, experience, and relevant skills.
• Equity compensation in the form of stock options.
• Comprehensive health, dental, and vision insurance for employees and dependents.
• Paid time off and parental leave.
• Professional development and career growth opportunities.

Additional Information

• Work Location & Travel: This role is remote within the United States and may require up to 10% travel for on-site work, project support, and company events at organizational facilities, including Chicago.
• Application Notice: In any submitted application materials, candidates may redact or remove age-identifying information, such as age, date of birth, or dates of educational attendance or graduation, without penalty.
• Equal Opportunity: The hiring organization is an equal opportunity employer committed to diversity, equity, and inclusion. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, hair length, or any other legally protected status.
• Duties: This job description is not designed to cover a comprehensive listing of all activities, duties, or responsibilities. Duties, responsibilities, and activities may change at any time with or without notice.