IT Support Analyst; Remote - NY Tri-state Area

About The Role

The IT Support Analyst is responsible for providing Tier 1 and Tier 2 technical support to employees across the organization. This role serves as the first point of contact for IT-related requests and issues, ensuring timely resolution and a high-quality employee experience.

This position supports day-to-day IT operations including troubleshooting hardware and software issues, managing user access, and maintaining accurate documentation and inventory. In a growing SaaS environment, this role is both hands‑on and service-oriented, requiring strong problem‑solving skills, attention to detail, and a proactive mindset.

This position reports to the Director, Cybersecurity.

This position is full-time and primarily remote, with occasional in-office presence as needed. Candidates must be located in the NY Tri-state area within one of the following states:
Connecticut, New Jersey, New York. Candidates may be required to travel and/or meet up in-person from time to time.

• You have hands-on experience resolving Tier 1 and Tier 2 helpdesk tickets and are comfortable working in a ticketing system (Jira, Zendesk, Fresh service, or similar) to track and close requests efficiently.

• You’ve provisioned and deprovisioned user access across SaaS applications and are familiar with the access management steps involved in employee onboarding and offboarding.

• You can troubleshoot hardware and software issues across MacOS and/or Windows environments and know when to resolve independently versus escalation.

• You maintain clean documentation; you have written or updated knowledge base articles, process guides, or IT procedures and understand why that work matters.

• Respond to and resolve Tier 1 and Tier 2 helpdesk requests in a timely manner.

• Troubleshoot and resolve laptop, hardware, and application‑related issues.

• Reset passwords and assist with account access issues across systems.

• Provision and deprovision user access to applications and internal tools.

• Install, configure, and maintain software applications on employee devices.

• Support onboarding and offboarding processes, including device setup and access management.

• Maintain and update IT documentation, including internal procedures and knowledge base articles.

• Track and manage laptop and hardware inventory.

• Escalate more complex technical issues to the IT Manager, Cyber, or engineering resources as needed.

• Communicate clearly with employees to provide updates and ensure a positive support experience.

• Identify opportunities to improve processes, documentation, and efficiency within IT support.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities, that are required of the employee for the job. Duties, responsibilities, and activities may change at any time with or without notice.

• 1‑3 years of experience in an IT support, helpdesk, or similar role.

• Basic knowledge of computer hardware, operating systems (MacOS and/or Windows), and common business applications.

• Experience with ticketing systems (e.g., Jira, Zendesk, Fresh service, or similar).

• Experience with Google or Microsoft Suite.

• Familiarity with user account management and access provisioning.

• Customer-focused mindset with a strong sense of ownership and accountability.

• Ability to prioritize and manage multiple requests in a fast‑paced environment.

• Strong attention to detail and organizational skills.

• Clear written and verbal communication.

• Ability to follow and improve documented processes.

• Collaborative approach with a willingness to support team and company needs.

• Slack

• Microsoft Office

• Google Suite

• Base annual salary range of $65,000 to $80,000, commensurate with experience

• Eligibility for annual bonus based on performance and company success

• 100% of premium paid for medical, dental and vision benefits for employee and dependents, with an HSA‑eligible option (with a $1,000 employer contribution for 2026)

• Company‑paid life insurance

• Traditional and Roth 401k plans

• Paid parental leave

• Learning & development opportunities with company reimbursement for…