IT Support Analyst

Handshake • New York, NY

7d • $80,000 - $100,000 • Hybrid

About The Position

We're looking for an IT Support Analyst to help deliver an exceptional technology experience for our employees. You'll support a distributed workforce by resolving technical issues, administering core IT systems, and helping improve internal processes as we continue to scale. This role is ideal for someone who enjoys troubleshooting complex problems, learning new technologies, and collaborating across teams. You'll have opportunities to automate repetitive work, contribute to IT projects, and grow your technical expertise in a fast-paced environment.

Requirements

• 2–4 years of IT support experience, preferably in a SaaS, startup, or fast-paced environment
• Experience supporting macOS (Windows experience is a plus)
• Hands-on experience with: Google Workspace, Slack, Okta or another identity provider, Endpoint management tools (Jamf, Kandji, Intune, JumpCloud, etc.), ITSM platforms (Jira Service Management, ServiceNow, Zendesk, or similar)
• Strong troubleshooting skills across hardware, SaaS applications, identity, and basic networking
• Experience administering common SaaS applications and user lifecycle management
• Comfortable working in cloud-first environments
• A customer-first mindset with strong problem-solving skills
• Organized and detail-oriented with solid documentation habits
• Curious and eager to learn new technologies
• Comfortable balancing multiple priorities in a fast-moving environment
• Strong written and verbal communication skills
• Takes ownership of assigned work while knowing when to seek guidance

Nice To Haves

• Familiarity with scripting or automation (Bash, PowerShell, Python, or similar) is a plus

Responsibilities

• Provide Tier 1 and Tier 2 support across hardware, SaaS applications, identity systems, and collaboration tools
• Troubleshoot and resolve technical issues with a focus on delivering an excellent employee experience
• Support remote and hybrid employees across multiple time zones
• Escalate complex issues when appropriate while owning tickets through resolution
• Support onboarding and offboarding workflows
• Assist with identity and access management (Okta, Google Workspace, etc.)
• Help administer endpoint management platforms (Jamf, Kandji, JumpCloud, Intune, or similar)
• Manage software provisioning, license assignments, and asset tracking
• Identify recurring issues and recommend process improvements or automation opportunities
• Maintain internal documentation and knowledge base articles
• Partner with Security to support device compliance and access management
• Assist with IT projects, tool implementations, and operational improvements
• Participate in incident response and troubleshooting efforts as needed
• Partner with People Ops, Finance, Security, and Engineering to support day-to-day technology needs
• Help deploy new hardware, software, and productivity tools
• Contribute to office and remote IT initiatives as the company grows

Benefits

• Equity in a fast-growing company
• 401(k) match
• Competitive compensation
• Financial coaching
• Paid parental leave
• Fertility benefits
• Parental coaching
• Medical, dental, and vision
• Mental health support
• $500 wellness stipend
• $2,000 learning stipend
• Ongoing development
• Internet
• Commuting
• Free lunch/gym in our SF office
• Flexible PTO
• 15 holidays + 2 flex days
• Team outings & referral bonuses

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed