IT Support Analyst

About The Role

We are seeking a highly motivated and skilled IT Support Analyst to join our technology team. In this role, you will be responsible for delivering exceptional technical support to our employees, ensuring smooth operations across various IT systems and devices. The ideal candidate will have a strong background in supporting macOS environments, identity and access management, SaaS administration, and mobile device management. This position is primarily focused on providing support during 2nd or 3rd shift hours, catering to our global operations and ensuring business continuity outside of standard working hours.

Qualifications

• At least 2 years of experience in IT support, help desk, or a similar technical support role.
• Extensive hands-on experience supporting macOS and Apple ecosystem devices.
• Proven expertise in supporting Google Workspace and Okta, including managing user accounts, MFA, and access issues.
• Experience with MDM tools and asset management platforms, including device enrollment, inventory tracking, and lifecycle management.
• Familiarity with Atlassian tools such as Confluence and Jira.
• Strong troubleshooting skills, the ability to work independently, and a customer-centric mindset.
• Bilingual proficiency in English and Chinese (a plus).
• A bachelor’s degree, technical certification, or equivalent practical experience (preferred).

Responsibilities

• Provide responsive support during the 2nd or 3rd shift to employees across our organization.
• Troubleshoot hardware, software, network, and application issues within a remote and distributed work environment, ensuring minimal disruption to daily operations.
• Support and maintain macOS devices and Apple ecosystem tools, including device setup, configuration, updates, and user account management.
• Administer core business systems such as Google Workspace and Okta, resolving access and authentication issues while supporting MFA processes and user lifecycle management.
• Manage MDM and asset management processes, including device enrollment, inventory tracking, and lifecycle documentation.
• Create and maintain knowledge base articles, SOPs, troubleshooting guides, and runbooks to improve support consistency and reduce recurring issues.
• Leverage AI tools responsibly to assist with troubleshooting, workflow automation, and documentation.
• Collaborate with IT and Security teams to support endpoint hygiene, access control, incident escalation, and secure handling of employee technology issues.
• Identify recurring support trends and recommend system or process improvements to enhance employee experience and operational efficiency.
• Support onboarding/offboarding processes, SaaS tool administration, device lifecycle activities, and team growth initiatives.