IT Support Analyst

Turn/River•San Francisco, CA

13h•$112,500 - $112,500•Hybrid

About The Position

This is an excellent opportunity to join our growing IT team as our third dedicated hire. Reporting directly to the Head of IT and closely collaborating with a Tier 2 Support Engineer, this role is the first point of contact for all IT-related requests, serving as the frontline support for our team. The IT Support Analyst will be instrumental in supporting our hybrid office and team expansion, gaining deep exposure to a wide range of enterprise technologies and systems.

Requirements

B.A/B.S in a related field, or equivalent work experience
2+ years of experience in an IT support role
Track record of end user support and troubleshooting in applications such as Microsoft 365, Google Workspace, Dropbox, Slack in both Windows and Mac environments
Experience managing hardware lifecycle: deployment, setup, and maintenance (e.g., onboarding, offboarding, and factory resets).
Experience providing Tier 1 user support, incident management, and working with a modern helpdesk/ticketing system (e.g., Freshservice, Zendesk, Jira Service Management).
Strong customer service skills -- you genuinely enjoy helping others
High levels of self-motivation and ownership

Nice To Haves

Knowledge of security principles beyond endpoint detection (EDR/XDR), including experience with MFA, SSO, and compliance frameworks is a plus (not required)

Responsibilities

Provide comprehensive support for Windows, MacOS, and mobile platforms, including troubleshooting hardware, software, connectivity, and application issues
Collaborate with the Head of IT and Tier 2 engineer to execute upgrades, patches, and other maintenance tasks during scheduled maintenance windows
Provide technical support for the organization’s phone system (VoIP) and audio/video conferencing equipment in meeting rooms
Participate in an on-call rotation to provide timely support for critical weekend and after-hours incidents, including initial response and appropriate ticket escalation.
Assist in monitoring the local area network (LAN), wireless network, and core internet connectivity, including basic troubleshooting of network equipment like routers, switches, and firewalls
Manage the organization's storage solutions (Dropbox and Google Drive), including user accounts, access controls, and data security
Help develop and maintain internal ticketing system and ongoing process documentation.
Monitor and manage communication platforms such as Slack to ensure secure collaboration among employees
Maintain an accurate and up-to-date inventory of all company hardware (laptops, monitors, peripherals, etc.), tracking asset lifecycle from procurement to disposal
Develop and maintain clear, concise, and up-to-date internal IT knowledge base articles, procedures, and end-user documentation to improve self-service and reduce recurring support requests.
Accurately triage, prioritize, and escalate unresolved incidents to the Tier 2 engineer or Head of IT when necessary, ensuring all tickets are logged with appropriate detail and follow-up.

Benefits

An opportunity to make an impact across multiple high-growth tech firms
Competitive salary and discretionary bonus
Medical, dental, and vision insurance covered 100% for employee & dependents
Flexible vacation policy
401K matching
Paid parental leave
Commuter benefits
Health and Wellness benefits
Household Services benefits
Home Office benefits
Annual Home Office Equipment Reimbursement
Donation matching
Work from home Monday & Friday
Energetic work environment with snacks and weekly team lunches 3x per week, centrally located near multiple public transit lines
A company that enjoys having fun: holiday parties, annual company offsite and retreat, annual summer "work from anywhere" month