Help Desk Analyst - US

TL;DR

Help Desk Analyst (US): Provide first-line IT support for hardware, software, network issues, and SaaS tools in a fast-paced startup environment with an accent on macOS/Windows troubleshooting, MDM administration, and conference room AV setups. Focus on user lifecycle management, ticket triaging, endpoint security compliance, and process documentation to ensure smooth IT operations.

Location: NY Metro (US), local to NYC and able to work onsite 3–4 days per week

Salary: $85,000-$125,000

Company

Leading data security platform purpose-built for the cloud era, trusted by Fortune 1000 companies.

What you will do

• Serve as primary point of contact for IT support issues including hardware, software, and network troubleshooting.
• Provide expert support for macOS and Windows systems, device setup, maintenance, and troubleshooting.
• Administer endpoints using Jamf Pro and other MDM tools.
• Support SaaS tools like Google Workspace, Zoom, Slack, and Microsoft 365.
• Handle conference room solutions and AV readiness for meetings and events.
• Monitor tickets via Jira, manage user lifecycle, device inventory, and access provisioning.
• Ensure endpoint security compliance and document processes in knowledge base.

Requirements

• 3+ years of IT support or helpdesk experience in a startup or rapid-growth environment
• Advanced proficiency in macOS troubleshooting and administration
• Strong experience supporting Windows desktops and laptops
• Hands-on experience with Jamf Pro and other MDM platforms
• Familiarity with Google Workspace, Slack, Zoom, Microsoft 365, Okta, and Active Directory
• Working knowledge of basic networking (DNS, DHCP, VPN)
• Local to NYC and able to work onsite 3–4 days per week
• Excellent communication and customer service skills in high-pressure environments

Culture & Benefits

• Ability to work remotely with office setup reimbursement
• Unlimited PTO, paid holidays, and sick time
• Health, vision, dental, life, short- and long-term disability insurance