IT Support Analyst

IT Support AnalystWe'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.What You'll DoProvide Tier 1 and Tier 2 support across hardware, SaaS applications, identity systems, and collaboration toolsTroubleshoot and resolve technical issues with a focus on delivering an excellent employee experienceSupport remote and hybrid employees across multiple time zonesEscalate complex issues when appropriate while owning tickets through resolutionSupport onboarding and offboarding workflowsAssist 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 trackingIdentify recurring issues and recommend process improvements or automation opportunitiesMaintain internal documentation and knowledge base articlesPartner with Security to support device compliance and access managementAssist with IT projects, tool implementations, and operational improvementsParticipate in incident response and troubleshooting efforts as neededPartner with People Ops, Finance, Security, and Engineering to support day-to-day technology needsHelp deploy new hardware, software, and productivity toolsContribute to office and remote IT initiatives as the company growsYou Have2–4 years of IT support experience, preferably in a SaaS, startup, or fast-paced environmentExperience supporting macOS (Windows experience is a plus)Hands-on experience with:Google WorkspaceSlackOkta or another identity providerEndpoint management tools (Jamf, Kandji, Intune, JumpCloud, etc.)ITSM platforms (Jira Service Management, ServiceNow, Zendesk, or similar)Technical SkillsStrong troubleshooting skills across hardware, SaaS applications, identity, and basic networkingExperience administering common SaaS applications and user lifecycle managementFamiliarity with scripting or automation (Bash, PowerShell, Python, or similar) is a plusComfortable working in cloud-first environmentsWhat We're Looking ForA customer-first mindset with strong problem-solving skillsOrganized and detail-oriented with solid documentation habitsCurious and eager to learn new technologiesComfortable balancing multiple priorities in a fast-moving environmentStrong written and verbal communication skillsTakes ownership of assigned work while knowing when to seek guidanceWe OfferHandshake delivers benefits that help you feel supported—and thrive at work and in life.The below benefits are for full-time US employees.Ownership: Equity in a fast-growing companyFinancial Wellness: 401(k) match, competitive compensation, financial coachingFamily Support: Paid parental leave, fertility benefits, parental coachingWellbeing: Medical, dental, and vision, mental health support, $500 wellness stipendGrowth: $2,000 learning stipend, ongoing developmentRemote & Office: Internet, commuting, and free lunch/gym in our SF officeTime Off: Flexible PTO, 15 holidays + 2 flex daysConnection: Team outings & referral bonusesExplore our mission, values, and comprehensive US benefits at joinhandshake.com/careers.