IT Support Analyst

TL;DR

IT Support Analyst: Serving as the first point of contact for employee IT assistance, owning Tier 1 service desk queue with an accent on troubleshooting Windows/Mac systems, hardware logistics, and ticket resolution. Focus on prioritizing requests, escalating advanced issues, and maintaining IT inventory under hybrid office requirements.

Location: Hybrid in Seattle, WA (3-4 days/week in office)

Salary: $55,000 - $60,000 a year

Company

Agentic AI platform powering revenue workflows for enterprises like Databricks, SAP, and Verizon.

What you will do

• Own Tier 1 service desk queue: receive, prioritize, document, and resolve end-user requests
• Answer queries and troubleshoot system/user issues on Windows and Mac at Tier 1 level
• Escalate Tier 2/3 issues effectively to higher support tiers
• Manage IT hardware logistics including shipping, receiving, and inventory
• Assist IT department with projects and tasks as needed

Requirements

• 1-2 years in customer service role
• General IT experience with Windows and Mac OS/hardware; ability to navigate and explain both
• Experience supporting customers remotely and in person
• Strong time management, organizational, and business communication skills
• Hybrid role: onsite in Seattle office minimum 3 days/week

Nice to have

• Prior Tier 1 IT support experience
• Shipping/receiving experience

Culture & Benefits

• Flexible time off
• 401k, generous medical/dental/vision coverage, parental leave with night nurse option
• Infertility/assisted reproductive services benefit
• Employee referral bonuses, office snacks/events
• Diversity programs with employee resource groups (Women's Network, Latinx, Black Connection, etc.)