IT Analyst
IT Analyst supporting employees, devices, and software at a cybersecurity company. Manages ticketing, hardware, onboarding, documentation, and compliance in Ann Arbor office. Requires 5+ years IT support experience and MacOS/cloud tools proficiency.
About the job
What you’ll do
- Provide training and support to IT staff and end-users to facilitate timely and effective solutions to technical issues
- Work closely in a medium-sized (150-200 person) company to support staff and their technology needs
- Prioritize, address, and resolve employee requests via Atlassian, Slack, and Zoom
- Manage the IT support ticketing system and ensure issues are resolved within set service level agreements (SLAs)
- Manage and support office hardware and network (workstations, peripherals, inventory, etc.)
- Contribute and maintain documentation for IT systems, support processes, and user guides in our internal wiki to facilitate knowledge sharing and efficient problem resolution
- Manage updates to our inventory management system
- Support technical onboarding process and duties
- Work with the Security team to ensure organizational compliance with our regulatory requirements, and assist in control implementations related to internal security assessments
- Stay current with technology trends and advancements to recommend upgrades and new systems that will improve organizational efficiency
What We're Looking For
- 5+ years experience supporting IT services and contributing to technology-driven business processes
- Experience working with MacOS, cloud-based technologies & services (Google Workspace, Slack, Zoom, etc.)
- Ability to make decisions, shift priorities and manage time to meet changing and evolving needs
- Strong problem-solving skills and ability to adapt & develop new technical skills as technology changes
Nice to have
- Experience in a high-growth tech company
- Experience supporting geographically dispersed team members in remote environments
Compensation & Benefits
- For high cost of living areas (Seattle, San Francisco Bay Area, and NYC Metro): $119,000 - $134,000 USD plus bonus eligibility and equity
- For all other US locations: $103,000 - $130,000 USD plus bonus eligibility and equity
- Competitive benefits package including equity, health, dental & vision coverage, retirement with company contribution, parental leave, mental health & wellness benefits, flexible PTO, and a professional development stipend
- Annual bonus plan for eligible non-sales roles
Skills
macOS, Google Workspace, Slack, Zoom, Atlassian, It Support Ticketing Systems, Inventory Management, Documentation, Cloud-Based Technologies
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