Senior IT Support Analyst

Handshake•New York, NY

4d•Hybrid

About The Position

We’re looking for a Senior IT Support Analyst who thrives in fast-paced, high-growth environments. This role is more than ticket resolution — you’ll be a builder, problem-solver, and systems optimizer who helps scale IT operations as the company grows. You’ll support a distributed workforce, improve processes, implement automation, and partner cross-functionally to ensure our employees have a seamless technology experience. If you enjoy wearing multiple hats, owning problems end-to-end, and building IT the right way from the ground up, this role is for you.

Requirements

5+ years of IT support experience, ideally in a startup or high-growth environment
Experience supporting both macOS and Windows (macOS-heavy preferred)
Hands-on experience with: Google Workspace
Slack
Okta or other IAM platforms
Endpoint management tools (Jamf, Intune, Kandji, etc.)
ITSM systems (Jira, Linear, ServiceNow, etc.)
Strong troubleshooting skills across hardware, SaaS, networking basics, and identity
Experience with SaaS administration and lifecycle management
Basic scripting or automation skills (PowerShell, Bash, or similar) preferred
Comfortable working in cloud-first environments
Builder mentality — you improve things instead of working around them
Highly organized and documentation-driven
Bias toward action and ownership
Comfortable with ambiguity and rapid change
Strong communicator who can translate technical concepts to non-technical audiences

Responsibilities

Provide Tier 2/3 support across hardware, SaaS apps, identity systems, and collaboration tools
Serve as an escalation point for complex or high-impact issues
Ensure fast, thoughtful resolution of tickets with a strong customer experience mindset
Support remote and hybrid employees across time zones
Improve onboarding/offboarding workflows and automate where possible
Manage identity and access (Okta/Google Workspace/Full Stack)
Administer endpoint management (Iru, Jumpcloud. etc.)
Optimize SaaS management and license provisioning
Identify repetitive issues and implement scalable solutions
Create and maintain documentation and internal knowledge bases
Partner with Security on device compliance, access controls, and audits
Help implement new tools and systems as the company grows
Participate in incident response when needed
Work closely with People Ops, Finance, Security, and Engineering
Help evaluate and roll out new productivity tools
Provide technical guidance during company growth initiatives (new offices, M&A, rapid hiring, etc.)