IT Support Analyst (Remote - NY Tri-state Area)

TixTrack • New York, NY

18h • Remote

About The Position

The IT Support Analyst is responsible for providing Tier 1 and Tier 2 technical support to employees across the organization. This role serves as the first point of contact for IT-related requests and issues, ensuring timely resolution and a high-quality employee experience. This position supports day-to-day IT operations including troubleshooting hardware and software issues, managing user access, and maintaining accurate documentation and inventory. In a growing SaaS environment, this role is both hands-on and service-oriented, requiring strong problem-solving skills, attention to detail, and a proactive mindset. This position reports to the Director, Cybersecurity. This position is full-time and primarily remote, with occasional in-office presence as needed. Candidates must be located in the NY Tri-state area within one of the following states: Connecticut, New Jersey, New York. Candidates may be required to travel and/or meet up in-person from time to time.

Requirements

• 1-3 years of experience in an IT support, helpdesk, or similar role.
• Basic knowledge of computer hardware, operating systems (MacOS and/or Windows), and common business applications.
• Experience with ticketing systems (e.g., Jira, Zendesk, Freshservice, or similar).
• Experience with Google or Microsoft Suite.
• Familiarity with user account management and access provisioning.
• Customer-focused mindset with a strong sense of ownership and accountability.
• Ability to prioritize and manage multiple requests in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Clear written and verbal communication.
• Ability to follow and improve documented processes.
• Collaborative approach with a willingness to support team and company needs.

Nice To Haves

• Hands-on experience resolving Tier 1 and Tier 2 helpdesk tickets and are comfortable working in a ticketing system (Jira, Zendesk, Freshservice, or similar) to track and close requests efficiently.
• Provisioned and deprovisioned user access across SaaS applications and are familiar with the access management steps involved in employee onboarding and offboarding.
• Can troubleshoot hardware and software issues across MacOS and/or Windows environments and know when to resolve independently versus escalate.
• Maintain clean documentation; you have written or updated knowledge base articles, process guides, or IT procedures and understand why that work matters.

Responsibilities

• Respond to and resolve Tier 1 and Tier 2 helpdesk requests in a timely manner.
• Troubleshoot and resolve laptop, hardware, and application-related issues.
• Reset passwords and assist with account access issues across systems.
• Provision and deprovision user access to applications and internal tools.
• Install, configure, and maintain software applications on employee devices.
• Support onboarding and offboarding processes, including device setup and access management.
• Maintain and update IT documentation, including internal procedures and knowledge base articles.
• Track and manage laptop and hardware inventory.
• Escalate more complex technical issues to the IT Manager, Cyber, or engineering resources as needed.
• Communicate clearly with employees to provide updates and ensure a positive support experience.
• Identify opportunities to improve processes, documentation, and efficiency within IT support.

Benefits

• Base annual salary range of $65,000 to $80,000, commensurate with experience
• Eligibility for annual bonus based on performance and company success
• 100% of premium paid for medical, dental and vision benefits for employee and dependents, with an HSA-eligible option (with a $1,000 employer contribution for 2026)
• Company-paid life insurance
• Traditional and Roth 401k plans
• Paid parental leave
• Learning & development opportunities with company reimbursement for eligible educational expenses
• Working abroad opportunities
• Volunteer days off
• Flexible scheduling
• Up to $300 reimbursement for initial equipment to set up hybrid work environment
• Generous PTO and holiday schedule
• Remote work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees