IT Support Analyst
$80,000–$100,000 year
HybridSan Francisco, California, United States
Job Summary
Provide Tier 1 and Tier 2 support across hardware, SaaS applications, identity systems, and collaboration tools while troubleshooting complex technical issues for a distributed workforce. Administer core IT systems including onboarding/offboarding workflows, identity management via Okta and Google Workspace, and endpoint platforms like Jamf, Kandji, and Intune. Manage software provisioning, license assignments, and asset tracking, then identify recurring issues to recommend process improvements or automation opportunities. Maintain internal documentation, partner with Security on device compliance, and collaborate with People Ops, Finance, and Engineering to support day-to-day technology needs. Escalate complex issues as appropriate while owning tickets through resolution, balancing multiple priorities in a fast-paced environment.
Required Qualifications
- 2–4 years of IT support experience
- Experience supporting macOS
- Google Workspace
- Slack
- Okta or another identity provider
- Endpoint management tools (Jamf, Kandji, Intune, JumpCloud, etc.)
- ITSM platforms (Jira Service Management, ServiceNow, Zendesk, or similar)
- Strong troubleshooting skills across hardware, SaaS applications, identity, and basic networking
- Experience administering common SaaS applications and user lifecycle management
- Comfortable working in cloud-first environments
- A customer-first mindset with strong problem-solving skills
- Organized and detail-oriented with solid documentation habits
- Curious and eager to learn new technologies
- Comfortable balancing multiple priorities in a fast-moving environment
- Strong written and verbal communication skills
- Takes ownership of assigned work while knowing when to seek guidance
- Support remote and hybrid employees across multiple time zones
Desired Qualifications
- Windows experience
- Familiarity with scripting or automation (Bash, PowerShell, Python, or similar)
- Experience in a SaaS, startup, or fast-paced environment
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