IT Support Analyst

ID.me · San Francisco Bay Area · 3 wk ago

On-siteInformation Technology$90k–$105k/yrFull-time

We are seeking an IT Support Analyst to join our dynamic IT department, supporting end-users and resolving technical issues across the organization.

Provide front-line support for a range of technical issues.
Troubleshoot and support Apple hardware, software, and peripherals.
Deliver friendly, customer-focused IT support while maintaining Service Level Agreements (SLAs).
Set up new hire equipment, including laptops, monitors, and accessories.
Aid in user account management across various internal and external systems.
Assist with hardware and software setup, configuration, and maintenance.
Support end-users with productivity tools, including AI-enabled applications and platforms.
Contribute to the development of clear documentation and technical guides.
Ensure compliance with IT operating procedures.
Handle equipment logistics, boxing, shipping, and inventory tracking.
Install and configure new IT equipment as needed.
Support the existing IT infrastructure and assist with improvements.
Perform other duties as assigned to meet team and organizational needs.
Participate in on-call rotations to provide support as needed, including after-hours and weekends.

2+ years of experience in desktop or IT support roles within an enterprise environment.
1+ years of demonstrated experience troubleshooting Apple hardware and software.
1+ years proven track record of using ticket-based support systems.
Ability to support end-users in adopting new technologies, including explaining AI-driven features in a clear, non-technical manner.
Understanding of data privacy, security, and responsible use considerations related to AI-enabled tools.
Ability to regularly lift and handle IT equipment up to 25 pounds, and occasionally up to 50 pounds.

Exceptional customer service skills with a patient, solution-oriented approach.
Familiarity supporting multiple operating systems (macOS, Windows, mobile).
Hands-on experience with remote desktop tools and cloud application troubleshooting.
Familiarity with Mobile Device Management (MDM) solutions and resolving associated issues.
Experience supporting or administering SaaS applications that incorporate AI or automation features.
Exposure to enterprise AI tools (e.g., AI copilots, chat assistants, workflow automation tools) and supporting users in their day-to-day use.
Ability to document processes, FAQs, and usage guidelines for new tools, including AI-powered solutions.
Strong organizational, time management, and communication skills.

Exceptional customer service skills with a patient, solution-oriented approach.
Familiarity supporting multiple operating systems (macOS, Windows, mobile).
Hands-on experience with remote desktop tools and cloud application troubleshooting.
Familiarity with Mobile Device Management (MDM) solutions and resolving associated issues.
Experience supporting or administering SaaS applications that incorporate AI or automation features.
Exposure to enterprise AI tools (e.g., AI copilots, chat assistants, workflow automation tools) and supporting users in their day-to-day use.
Ability to document processes, FAQs, and usage guidelines for new tools, including AI-powered solutions.
Strong organizational, time management, and communication skills.

Comprehensive medical, dental, vision, health savings account, flexible spending accounts (medical, limited purpose, dependent care, commuter benefit accounts).
Basic and voluntary life and AD&D insurance.
401(k) with company match.
Parenthood leave.
Ability to participate in unlimited paid time off subject to the terms and conditions of the PTO policy, including 8 company wide holidays.
Short and long-term disability insurance.
Accident and critical illness insurance.
Referral bonus policy.
Employee assistance program.
Pet insurance.
Travel assistant program.
Wellbeing and childcare discounts.
Benefit advocates.
Learning and development benefit.

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