Responsibilities

We are seeking an IT Support Analyst to provide hands-on technical support with a focus on remote coverage for our East Coast-based employees. This is a front-line role for someone who enjoys solving technical problems directly with end users and wants to build depth across endpoint, identity, and collaboration tooling.
This role will resolve day-to-day technical issues remotely for the broader distributed workforce — covering hardware, software, account access, and collaboration tools. The ideal candidate brings solid troubleshooting fundamentals, reliable follow-through, and a customer-service mindset, and is comfortable escalating complex or ambiguous issues to senior support staff or the Global Help Desk Manager.
This role will be responsible for.....
Provide onsite technical support including hardware setup, network connectivity, conference room/AV equipment, and printer/peripheral troubleshooting.
Resolve incoming help desk tickets and requests for the broader distributed workforce, covering hardware, software, account access, and [ticketing system] queue management
Support onboarding and offboarding logistics for employees, including equipment provisioning, account setup, and device retrieval
Administer routine identity and access tasks (password resets, MFA support, access requests) within [identity/access platform], escalating complex or policy-sensitive requests
Support endpoint management tasks such as imaging, patch verification, and asset tracking within tools like Jamf or Iru
Maintain accurate records of tickets, assets, and resolutions to support reporting and audit needs
Follow documented runbooks and knowledge base articles for common issues, and flag gaps or outdated content to the Global Help Desk Manager
Escalate unresolved or high-impact issues to the appropriate lead or manager in a timely manner, providing clear context and troubleshooting steps already attempted
Partner with Security and IT Engineering on device compliance and access control practices as directed

IT Analyst (Remote) at horizon3ai · LumiJobs

IT Analyst (Remote)

Responsibilities

Qualification

Required

Benefits

Company

horizon3ai

More roles at horizon3ai