IT Support Analyst

Company Overview ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly login across websites without having to create a new login and verify their identity again. Over 152 million users experience streamlined login and identity verification with ID.me at 20 federal agencies, 45 state government agencies, and 70+ healthcare organizations. More than 600+ consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships. ID.me’s technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. ID.me is committed to “No Identity Left Behind” to enable all people to have a secure digital identity. To learn more, visit ID.me is a full-time, in-office culture. Unless a specific job description explicitly states otherwise, all roles are on-site five days per week at one of our offices in McLean, VA; Mountain View, CA; New York City, NY; or Tampa, FL. Certain roles — such as field-based sales or other remote-by-design positions — may have different work arrangements as noted in their individual postings. At ID.me, we embrace the thoughtful use of AI tools in our daily work and there are even occasions where we leverage AI in our hiring process. However, during the interview process, we want to understand your individual skills and experiences. Therefore, we have guidelines on how AI can be appropriately used during your application and interviews which can be found here. Role Overview We are seeking an IT Support Analyst to join our dynamic IT department, supporting end-users and resolving technical issues across the organization. As a key player on the team, you will provide critical tier 1 and tier 2 support, manage user hardware setup, support AV installations and assist with essential IT administration. Your ability to effectively troubleshoot and deliver exceptional customer service will directly impact our operational success. In this role, you will also support and enable the use of AI-powered tools and technologies adopted across the organization. You’ll help ensure employees can effectively and securely use modern productivity tools—including AI-assisted applications—while maintaining compliance with IT and security standards. If you thrive on solving technical challenges and take pride in delivering top-notch customer service, this is an exciting opportunity to make a meaningful impact. Role Responsibilities Provide front-line support for a range of technical issues. Troubleshoot and support Apple hardware, software, and peripherals. Deliver friendly, customer-focused IT support while maintaining SLAs. Set up new hire equipment, including laptops, monitors, and accessories. Assist in user account management across various internal and external systems. Assist with hardware and software setup, configuration, and maintenance. Support end-users with productivity tools, including AI-enabled applications and platforms. Contribute to the development of clear documentation and technical guides. Ensure compliance with IT operating procedures. Handle equipment logistics, boxing, shipping and inventory tracking. Install and configure new IT equipment as needed. Support the existing IT infrastructure and assist with improvements. Perform other duties as assigned to meet team and organizational needs. Participate in on-call rotations to provide support as needed, including after-hours and weekends. Required Skills / Abilities 2+ years of experience in desktop or IT support roles within an enterprise environment. 1+ years of demonstrated experience troubleshooting Apple hardware and software. 1+ years proven track record of using ticket-based support systems. Ability to support end-users in adopting new technologies, including explaining AI-driven features in a clear, non-technical manner. Understanding of data privacy, security, and responsible use considerations related to AI-enabled tools. Ability to regularly lift and handle IT equipment up to 25 pounds, and occasionally up to 50 pounds. Ideal Qualifications Exceptional customer service skills with a patient, solution-oriented approach. Familiarity supporting multiple operating systems (macOS, Windows, mobile). Hands-on experience with remote desktop tools and cloud application troubleshooting. Familiarity with Mobile Device Management (MDM) solutions and resolving associated issues. Experience supporting or administering SaaS applications that incorporate AI or automation features. Exposure to enterprise AI tools (e.g., AI copilots, chat assistants, workflow automation tools) and supporting users in their day-to-day use. Ability to document processes, FAQs, and usage guidelines for new tools, including AI-powered solutions. Strong organizational, time management, and communication skills. Compensation & Benefits The annual base salary listed does not include a company bonus, incentive for sales roles, equity and benefits which will be determined based on experience, skills, education, relevant training, geographic location and role. ID.me offers comprehensive medical, dental, vision, health savings account, flexible spending accounts (medical, limited purpose, dependent care, commuter benefit accounts), basic and voluntary life and AD&D insurance, 401(k) with company match, parental leave, ability to participate in unlimited paid time off subject to the terms and conditions of the PTO policy, including 8 company wide holidays, short and long-term disability insurance, accident and critical illness insurance, referral bonus policy, employee assistance program, pet insurance, travel assistant program, wellbeing and childcare discounts, benefit advocates, and a learning and development benefit. Final offers may vary from the amount listed based on qualifications, professional experiences, skills, education, relevant training, geographic location, and other job related factors. Location & Salary Mountain View, CA Pay Range: $89,918 - $104,880 USD Equal Employment Opportunity Statement ID.me maintains a work environment free from discrimination, where employees are treated with dignity and respect. All ID.me employees share in the responsibility for fulfilling our commitment to equal employment opportunity. ID.me does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. ID.me adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, ID.me's policy is to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works. Upon request we will provide you with more information about such accommodations. Please review our Privacy Policy, including our CCPA policy, at id.me/privacy. If you provide ID.me with any personally identifiable information you confirm that you have read and agree to be bound by the terms and conditions set out in our Privacy Policy. ID.me participates in E-Verify. #J-18808-Ljbffr Idme