Senior IT Analyst

Providing advanced technical support in a remote setting, the full-time Senior IT Analyst will manage complex Tier 2/3 escalations for endpoint, identity, and collaboration issues while driving improvements in IT support processes and documentation. Key responsibilities Serve as a Tier 2/3 escalation point for complex end-user issues across MacOS/Windows endpoints and collaboration tools Own high-impact incidents from triage through resolution, collaborating with Security and IT Engineering as needed Refine ticket triage and documentation processes, creating high-quality guides and troubleshooting runbooks Required qualifications 4-6+ years of experience in IT support or operations, with a focus on Tier 2/3 responsibilities Strong troubleshooting skills for MacOS and/or Windows endpoints, including hardware and networking Experience managing identity and access in platforms like Okta or Entra Hands-on experience with endpoint management tools such as Jamf or Intune Proficient in using Jira or similar ITSM platforms for ticket management