Senior IT Analyst
Provides advanced internal IT support, endpoint and access administration, onboarding/offboarding, troubleshooting, documentation, and process improvement. Requires deep macOS and Windows expertise plus experience with identity, collaboration, MDM, networking, and asset-management platforms.
About the job
Responsibilities
- Serve as the primary escalation point for complex technical issues, including Zoom room hardware, Meraki networking, and peripheral troubleshooting.
- Lead and own onboarding and offboarding for employees, temporary staff, vendors, and contractors.
- Develop, maintain, and improve IT documentation, runbooks, and processes.
- Proactively identify and resolve issues across Okta, Google Workspace, Atlassian, Slack, Zoom, Jamf, and Intune.
- Provide advanced troubleshooting and support across macOS and Windows environments, including root cause analysis and long-term resolution.
- Design and deliver IT training and enablement programs.
- Drive corrective and preventive actions, minimize business impact, and identify patterns for longer-term infrastructure improvements.
Requirements
- Proven experience in a technical support environment with advanced macOS and Windows troubleshooting and escalation handling.
- Hands-on experience providing first- and second-level support across Okta, Google Workspace, Atlassian, Slack, Jamf, Intune, Meraki, and Zoom.
- Experience administering IT asset management systems such as Snipe-IT, AssetSonar, ServiceNow, or Microsoft SCCM.
- Ability to perform root cause analysis and resolve complex system access, hardware, and infrastructure issues independently.
- Experience leading projects from requirements scoping through execution and documentation with minimal oversight.
- Strong cross-functional collaboration and ability to explain technical concepts to non-technical stakeholders.
- Excellent written and verbal communication, documentation, and knowledge-sharing skills.
- Familiarity with IT operations, cloud applications, and security best practices.
- Ability to use AI tools strategically, explore AI-enhanced workflows, and incorporate AI into daily processes.
Work Arrangement
- Hybrid work model with hubs in San Francisco, New York City, and Chicago. This role requires an onsite presence in the San Francisco or New York City office 4–5 days per week.
Skills
macOS, Windows, Okta, Google Workspace, Atlassian, Slack, Jamf, Microsoft Intune, Meraki, Zoom, It Asset Management, Servicenow, Root Cause Analysis, AI Tools
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