IT Support Analyst (Remote - NY Tri-state Area)

About The Role The IT Support Analyst is responsible for providing Tier 1 and Tier 2 technical support to employees across the organization. This role serves as the first point of contact for IT-related requests and issues, ensuring timely resolution and a high-quality employee experience. This position supports day-to-day IT operations including troubleshooting hardware and software issues, managing user access, and maintaining accurate documentation and inventory. In a growing SaaS environment, this role is both hands‑on and service-oriented, requiring strong problem‑solving skills, attention to detail, and a proactive mindset. This position reports to the Director, Cybersecurity. This position is full-time and primarily remote, with occasional in-office presence as needed. Candidates must be located in the NY Tri-state area within one of the following states: Connecticut, New Jersey, New York. Candidates may be required to travel and/or meet up in-person from time to time. About You You have hands-on experience resolving Tier 1 and Tier 2 helpdesk tickets and are comfortable working in a ticketing system (Jira, Zendesk, Freshservice, or similar) to track and close requests efficiently. You’ve provisioned and deprovisioned user access across SaaS applications and are familiar with the access management steps involved in employee onboarding and offboarding. You can troubleshoot hardware and software issues across MacOS and/or Windows environments and know when to resolve independently versus escalation. You maintain clean documentation; you have written or updated knowledge base articles, process guides, or IT procedures and understand why that work matters. What You’ll Do Respond to and resolve Tier 1 and Tier 2 helpdesk requests in a timely manner. Troubleshoot and resolve laptop, hardware, and application‑related issues. Reset passwords and assist with account access issues across systems. Provision and deprovision user access to applications and internal tools. Install, configure, and maintain software applications on employee devices. Support onboarding and offboarding processes, including device setup and access management. Maintain and update IT documentation, including internal procedures and knowledge base articles. Track and manage laptop and hardware inventory. Escalate more complex technical issues to the IT Manager, Cyber, or engineering resources as needed. Communicate clearly with employees to provide updates and ensure a positive support experience. Identify opportunities to improve processes, documentation, and efficiency within IT support. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities, that are required of the employee for the job. Duties, responsibilities, and activities may change at any time with or without notice. Minimum Requirements 1‑3 years of experience in an IT support, helpdesk, or similar role. Basic knowledge of computer hardware, operating systems (MacOS and/or Windows), and common business applications. Experience with ticketing systems (e.g., Jira, Zendesk, Freshservice, or similar). Experience with Google or Microsoft Suite. Familiarity with user account management and access provisioning. Essential Skills Customer-focused mindset with a strong sense of ownership and accountability. Ability to prioritize and manage multiple requests in a fast‑paced environment. Strong attention to detail and organizational skills. Clear written and verbal communication. Ability to follow and improve documented processes. Collaborative approach with a willingness to support team and company needs. Tools You’ll Use Slack Microsoft Office Google Suite What We Offer Base annual salary range of $65,000 to $80,000, commensurate with experience Eligibility for annual bonus based on performance and company success 100% of premium paid for medical, dental and vision benefits for employee and dependents, with an HSA‑eligible option (with a $1,000 employer contribution for 2026) Company‑paid life insurance Traditional and Roth 401k plans Paid parental leave Learning & development opportunities with company reimbursement for eligible educational expenses Working abroad opportunities Volunteer days off Flexible scheduling Up to $300 reimbursement for initial equipment to set up hybrid work environment Generous PTO and holiday schedule Remote work environment Our Commitment to Diversity TixTrack is committed to a workplace where everyone is free from bias, prejudice, discrimination, and harassment. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. We strive to ensure a welcoming work environment where everyone belongs and is valued, encouraged, & respected. We embrace and celebrate the unique experiences, perspectives, and cultural backgrounds that each employee brings to our workplace. We are focused on building a culture that acknowledges and values diversity, equity, and inclusion. California Applicants: CCPA/CPRA Notice Right to Work Poster Notice of E‑verify Participation #J-18808-Ljbffr