Senior IT Analyst

Horizon3

1d•$142,718 - $160,904•Remote

About The Position

Horizon3 is seeking a Senior IT Analyst to provide advanced, hands-on technical support to its distributed workforce and help mature its IT support function. The role is a Tier 2/3 escalation point for complex endpoint, identity, and collaboration issues, working closely with Security and IT leadership to maintain a productive and secure environment. The analyst will own high-impact and ambiguous issues, conduct deep troubleshooting and root-cause analysis, identify recurring patterns, and help improve tools, processes, and documentation. The position is remote within the US and may require up to 10% travel to Horizon3 offices, including Chicago, for office technology support, upgrades, deployments, projects, and in-person events. The analyst will support endpoint management, identity and access platforms, collaboration tools, office infrastructure, employee onboarding and offboarding, and device lifecycle management. The role also includes improving support processes, maintaining documentation, collaborating with Security and IT Engineering, communicating empathetically with employees, and mentoring more junior analysts. Horizon3 is a remote cybersecurity company whose NodeZero platform provides production-safe autonomous penetration testing and assessment operations. The company describes its culture as grounded in respect, collaboration, ownership, results, and a “learn-it-all” mindset. Compensation is a base salary range of $142,718 to $160,904, determined by location, qualifications, experience, and skills. Full-time roles are eligible for stock options. Listed benefits include health, vision, and dental insurance, a flexible vacation policy, and generous parental leave.

Requirements

Substantial experience in IT support, help desk, or IT operations, with clear Tier 2/3 responsibilities supporting a distributed workforce.
Strong troubleshooting skills across macOS and/or Windows endpoints, including operating systems, hardware, networking basics, and standard enterprise software.
Ability to communicate clearly with technical and non-technical employees and frame issues and solutions in business-friendly language.
Ability to prioritize and manage concurrent requests, balancing quick resolutions with in-depth investigations.
Sound judgment about when to resolve issues independently versus escalate, and how to document and share learnings.
Comfort working remotely with a distributed team and occasionally traveling to Horizon3 offices as business needs dictate.
4–6+ years of experience in IT support, help desk, or IT operations, with at least part of that time in a Tier 2/3 capacity.
Experience using Jira, Jira Service Management, or a comparable ITSM platform to manage and report on tickets.
Comfort managing identity and access in Okta, Entra, or similar SSO/MFA platforms.
Hands-on experience with endpoint management tools such as Jamf, Intune, Kandji, or similar, including policy/profile management, compliance, and asset tracking.
Strong user- and admin-level experience with Google Workspace, Slack, and Zoom.
Familiarity with common SaaS business applications and their access models, such as HRIS, ATS, CRM, and finance tools.

Nice To Haves

Experience supporting both in-office and remote/distributed employees at a high-growth technology company.
Relevant certifications such as CompTIA A+, Network+, ITIL Foundation, Jamf, or similar; certifications are a plus but not required.
Experience helping grow or mature an IT support function, including implementing tools, designing workflows, or defining SLAs.
Experience in high-growth SaaS or cybersecurity companies.
Track record of creating or improving IT documentation, knowledge bases, or self-service resources.
Experience supporting zero-trust security practices, device compliance, or security-focused configuration baselines.
Comfort mentoring junior analysts or acting as an informal team lead on incidents or projects.

Responsibilities

Serve as a Tier 2/3 escalation point for complex end-user issues across macOS and Windows endpoints, identity, and collaboration tools.
Own high-impact incidents from initial triage through root-cause analysis and resolution, involving Security, IT Engineering, or vendors as needed.
Identify recurring problems and drive durable fixes through runbook updates, automation, or configuration changes.
Own or co-own advanced configuration and troubleshooting in endpoint management tools, including policies, profiles, and compliance checks.
Troubleshoot identity and access issues in platforms such as Okta or Entra, including SSO, MFA, conditional access, and group- or role-based access.
Provide subject-matter expertise for Google Workspace, Slack, and Zoom, including complex calendar, meeting, and integration issues.
Provide advanced remote support for office infrastructure, including conference room AV, network connectivity, and shared devices; travel to offices for upgrades, deployments, and onsite events as needed.
Partner with local team members to validate the reliability and usability of office technology, conference rooms, and shared spaces.
Help refine ticket triage, escalation paths, and SLAs with the Global Help Desk Manager and broader IT team.
Create and maintain troubleshooting runbooks, how-to guides, standard operating procedures, and knowledge base articles for end users and IT peers.
Recommend and help evaluate tools or configurations to improve support quality, alert signal-to-noise, or end-user experience.
Partner with IT and People teams to standardize and improve onboarding and offboarding, with attention to security and speed.
Support device lifecycle management, including procurement, provisioning, refresh, deprovisioning, asset tracking, and inventory hygiene.
Collaborate with Security and IT Engineering on device compliance, access control, and incident response as directed.
Communicate clearly and empathetically with employees at all levels, set expectations, provide status updates, and close the loop on resolutions.
Mentor more junior analysts and share knowledge across the team.