SF Hybrid IT Support Analyst (Onsite)

horizon3ai; San Francisco (CA); Hybrid; USD 128,000 - 140,000; Full time

Benefits offered by this job

Inclusive Team

Growth Opportunities

Hybrid & Remote Work

Competitive Compensation

Health, vision & dental insurance

Job summary

Horizon3 is seeking an IT Support Analyst to provide hands-on technical support for employees with a focus on hybrid, onsite coverage for the San Francisco office. This front-line role solves end-user issues and builds depth across endpoint, identity, and collaboration tooling.

The candidate should bring solid troubleshooting, customer-service mindset, and the ability to escalate complex issues to senior staff or the Global Help Desk Manager. Hybrid schedule in SF is required.

Qualifications

• 2–4 years of experience in IT support, help desk, or IT operations.
• Experience supporting both in-office and remote/distributed employees preferred.
• Must 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 escalate.
• Must be curious and proactive in improving user experience.
• Must provide onsite, hands-on support in the SF office on a hybrid schedule.

Responsibilities

• Provide onsite technical support for the San Francisco office, 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 ticketing system queue management.
• Support onboarding and offboarding logistics for SF-based and west-region employees, including equipment provisioning, account setup, and device retrieval.
• Administer routine identity and access tasks (password resets, MFA support, access requests) within identity platforms, escalating complex requests.
• Support endpoint management tasks such as imaging, patch verification, and asset tracking within tools like Jamf or Iru (Intune).
• Maintain accurate records of tickets, assets, and resolutions for reporting and audits.
• Follow runbooks and knowledge base articles; flag gaps to the Global Help Desk Manager.
• Escalate unresolved or high-impact issues with clear 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

Customer service mindset

Troubleshooting fundamentals

Clear communication

Tools

Jira Service Management

Okta/Entra identity management

Jamf

Iru

Intune

Google Workspace

Slack

Zoom

Job description

Horizon3 is seeking an IT Support Analyst to provide hands-on technical support for employees with a focus on hybrid, onsite coverage for the San Francisco office. This front-line role solves end-user issues and builds depth across endpoint, identity, and collaboration tooling.

The candidate should bring solid troubleshooting, customer-service mindset, and the ability to escalate complex issues to senior staff or the Global Help Desk Manager. Hybrid schedule in SF is required.