IT Support Analyst

Binance.US

3d • $100,000 - $110,000 • Remote

About The Position

The IT Support Analyst is part of the IT team and reports to our IT Support Manager. As IT Support Analyst, you will provide timely, high-quality technical support to employees across Binance.US, with a focus on macOS environments, identity and access support, SaaS administration, mobile device management, asset management, and shift-based coverage for business-critical operations.
This role is intended for 2nd or 3rd shift coverage and is being added as the team grows to support expanding business needs. The ideal candidate is a strong communicator, a proactive troubleshooter, and comfortable using AI-enabled tools to improve support workflows, automate repetitive tasks, and strengthen documentation.

Requirements

• 2+ years of experience in IT support, help desk, desktop support, technical support, or a similar employee-facing technology role.
• Extensive hands-on experience supporting macOS environments; familiarity with iOS and Apple device troubleshooting preferred.
• Experience supporting Google Workspace and Okta, including account access, MFA, group management, and user troubleshooting.
• Experience with MDM tools and asset management platforms; familiarity with device enrollment, inventory management, equipment tracking, and lifecycle support.
• Familiarity with endpoint management, device lifecycle processes, patching, access control, and security-first support practices.
• Demonstrated ability to troubleshoot technical issues independently, identify root causes, and escalate appropriately when needed.
• Experience using AI tools to improve troubleshooting, automate repetitive work, generate documentation, or streamline support workflows.
• Strong written and verbal communication skills with the ability to support employees across different levels of technical proficiency.
• Ability to work a 2nd or 3rd shift schedule and provide reliable support during non-standard business hours.

Nice To Haves

• Experience with Atlassian tools, including Confluence and Jira, is a plus.
• Bilingual proficiency in English and Chinese is a plus.
• Experience in fintech, crypto, financial services, technology, or other security-sensitive environments is a plus.
• Bachelor’s degree, technical certification, or equivalent practical experience preferred.

Responsibilities

• Provide responsive 3rd shift IT support for employees, troubleshooting hardware, software, network, access, and application issues in a remote and/or distributed work environment.
• Support and troubleshoot macOS devices and related Apple ecosystem tools, including device setup, configuration, updates, account access, and user productivity issues.
• Administer and support core business systems including Google Workspace and Okta, including account access, authentication issues, MFA troubleshooting, and user lifecycle support.
• Support MDM and asset management processes, including device enrollment, inventory tracking, equipment assignment, returns, and lifecycle documentation.
• Use ticketing systems and internal documentation tools to triage, track, resolve, and document support requests with accuracy, urgency, and a customer-service mindset.
• Create and maintain knowledge base articles, SOPs, troubleshooting guides, and runbooks to improve support consistency and reduce recurring issues.
• Leverage AI tools responsibly to assist with troubleshooting, workflow automation, documentation, reporting, and process improvement while following company security and data handling expectations.
• Partner with IT and Security stakeholders to support endpoint hygiene, access control practices, incident escalation, and secure handling of employee technology issues.
• Identify recurring support trends and recommend improvements to systems, processes, automations, or documentation that improve employee experience and operational efficiency.
• Support additional IT projects as needed, including onboarding/offboarding support, SaaS tool administration, device lifecycle activities, and team growth initiatives.

Benefits

• Unlimited PTO (for salaried FTE roles)
• 12 weeks fully paid Parental Bonding Leave
• Mental wellness benefits
• free 1:1 virtual visits with a licensed mental wellness professional
• comprehensive competitive health benefits
• Fully remote, cameras-on culture with work-from-home equipment reimbursements available to new hires
• Annual professional development budget
• free 1:1 virtual visits with a career coach
• 401k plan with employer match

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree