IT Analyst (San Francisco)

Horizon3•San Francisco, CA

10d•$128,000 - $140,000•Hybrid

About The Position

Horizon3 is a fast-growing, remote cybersecurity company dedicated to the mission of enabling organizations to proactively find and fix and verify exploitable attack vectors before criminals exploit them. Our flagship product, the NodeZeroTM platform, delivers production-safe autonomous pentests and other key assessment operations that scale across the largest internal, external, cloud, and hybrid cloud environments. NodeZero has been adopted by organizations of all sizes, from small educational institutions to government agencies and Global 100 enterprises. It is used by ITOps/SecOps teams, consulting pentesters, and MSSPs and MSPs. We are a fusion of former U.S. Special Operations cyber operators, startup engineers, and formerly frustrated cybersecurity practitioners. We're committed to helping solve our common security problems: ineffective security tools, false positives resulting in alert fatigue, blind spots, "checkbox” security culture, cybersecurity skills shortage, and the long lead time and expense of hiring outside consultants. Collectively, we are a team of learn it alls, committed to a culture of respect, collaboration, ownership, and results. We are seeking an IT Support Analyst to provide hands-on technical support for employees, with a focus on hybrid, onsite coverage for our San Francisco office. This is a front-line role for someone who enjoys solving technical problems directly with end users and wants to build depth across endpoint, identity, and collaboration tooling. This role will resolve day-to-day technical issues — in person forSan Francisco-based staff and remotely for the broader distributed workforce — covering hardware, software, account access, and collaboration tools. The ideal candidate brings solid troubleshooting fundamentals, reliable follow-through, and a customer-service mindset, and is comfortable escalating complex or ambiguous issues to senior support staff or the Global Help Desk Manager.

Requirements

Foundational experience in IT support, help desk, or end-user services
Working knowledge of common endpoint operating systems (MacOS and/or Windows) and standard enterprise collaboration software
Able to communicate clearly with both technical and non-technical employees
Able to prioritize and manage a queue of concurrent requests with minimal direction
Demonstrate sound judgment in knowing when to resolve an issue independently versus escalate it
Demonstrate curiosity and a willingness to question the norm in pursuit of an exceptional user experience.
Able to provide onsite, hands-on technical support in the San Francisco office on a hybrid schedule

Nice To Haves

Supported a hybrid or distributed workforce and are comfortable switching between in-person and remote troubleshooting
Contributed to onboarding/offboarding or endpoint management processes that improved speed or consistency
Proactive about documenting fixes and updating knowledge base content for the next person
Relevant certifications such as CompTIA A+, ITIL Foundation, or similar
Experience in high-growth SaaS or cybersecurity companies

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 San Francisco-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/access platform], escalating complex or policy-sensitive requests
Support endpoint management tasks such as imaging, patch verification, and asset tracking within tools like Jamf or Iru
Maintain accurate records of tickets, assets, and resolutions to support reporting and audit needs
Follow documented 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 in a timely manner, providing clear context and troubleshooting steps already attempted
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