Senior IT Analyst - Remote Tier 2/3 Troubleshooter

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

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.