IT Support Analyst

About Us

At Hiya, we’re revolutionizing voice communication. Our mission is to modernize voice with intelligence for security and productivity

Since 2015, when we introduced the first mobile caller  spam-blocking apps, we’ve been at the forefront of voice intelligence innovation. In 2016, we partnered with Samsung and AT&T to launch Hiya Protect
, the first network-based spam-blocking solution. In 2019, we introduced Hiya Connect
, a branded call SaaS platform that helps businesses reach more customers by phone.

Today, our Voice Intelligence Platform supports over 500 million users globally. By using adaptive AI and audio intelligence, it delivers smarter, safer, and more productive voice calls across networks, apps, and devices. Our network & solution partners have grown to include British Telecom, EE, Virgin Media O2, Ericsson, Rogers, Bell Canada, Mas Movil, Telenor, FICO, Twilio, and more.

The IT Support Specialist is an individual contributor role focused on delivering reliable, high-quality IT support for employees across Seattle and remote teams in North America. This role is responsible for day-to-day IT operations including end‑user support, device management, identity and access administration, and SaaS tooling.

In addition to core IT responsibilities, this role supports the company’s security and compliance efforts by assisting with SOC 2 and ISO 27001 audits. You will partner with Security and Coretech teams to collect and validate audit evidence, support control testing, and help ensure our internal systems meet security best practices. This role is ideal for someone who wants to excel in a foundational IT support position, spending most of their time supporting employees through core IT operations while gaining thoughtful, practical exposure to security and compliance initiatives.

• Provide first- and second-line IT support for Seattle-based and remote employees
• Manage device setup, configuration, maintenance, and troubleshooting for macOS and Windows devices
• Administer identity and access management through Okta (user lifecycle, MFA, access requests)
• Support Google Workspace, Slack, Zoom, Atlassian, Git Hub, and AI tools
• Assist with onboarding, offboarding, and role changes
• Support SaaS license management and inventory tracking
• Document processes and continuously improve IT workflows
• Collaborate with global IT and cross‑functional teams

• Assist with annual SOC 2 and ISO 27001 audit cycles
• Collect, organize, and validate audit evidence from systems such as Okta, Jamf, Google Workspace, AWS, and other cloud platforms
• Support periodic control testing and playbook validation
• Monitor and elevate security‑related alerts and issues in partnership with Security
• Help ensure security controls and IT best practices are consistently applied

• 50–60%:
  Day-to-day IT support and operations (end‑user support, device management, access requests, SaaS administration)
• 30–40%:
  Security, compliance, and audit support (SOC 2, ISO 27001 evidence collection, control validation, security tooling support)
• The exact balance may shift by quarter depending on audit cycles and company priorities

• Strong IT support fundamentals and comfort handling day-to-day operational work
• Interest in security and compliance, with an understanding of how to apply basic cybersecurity hygiene in daily IT operations, including principles like least privilege and secure access management.
• Comfortable working with automation, scripting, or security tools to streamline evidence gathering and validation.
• Organized and methodical, especially when handling documentation and evidence
• Analytical and resourceful when navigating technical systems to solve problems
• Comfortable working with both technical and non‑technical stakeholders
• Clear communicator who sets expectations and follows through
• Curious, collaborative, and motivated by improving internal systems

The person in this role must embody Hiya’s key values of Serving our customers,
Doing rather than observing,
Improving ourselves and our business,
Owning and…