Senior IT Analyst

Job Summary

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