IT Support Analyst

Handshake is seeking an IT Support Analyst to help deliver an excellent technology experience for employees. In this New York, NY onsite role within the Engineering department, you will support a distributed workforce by troubleshooting issues, administering core IT systems, and improving internal processes as the company scales.

You will provide Tier 1 and Tier 2 assistance across devices, SaaS applications, identity systems, and collaboration tools. The position involves owning tickets through resolution, supporting onboarding and offboarding workflows, and partnering with Security, People Ops, Finance, and Engineering to keep day-to-day technology running smoothly.

What you’ll do

• Deliver Tier 1 and Tier 2 support for hardware, SaaS applications, identity systems, and collaboration tools
• Troubleshoot and resolve technical issues with a focus on a strong employee experience
• Support remote and hybrid employees across multiple time zones
• Escalate complex issues when appropriate while owning tickets through resolution
• Support onboarding and offboarding workflows
• Assist with identity and access management using Okta and Google Workspace (and similar systems)
• Help administer endpoint management platforms including Jamf, Kandji, JumpCloud, Intune, or similar
• Manage software provisioning, license assignments, and asset tracking
• Identify recurring problems and recommend process improvements or automation opportunities
• Maintain internal documentation and knowledge base articles
• Partner with Security to support device compliance and access management
• Assist with IT projects, tool implementations, and operational improvements
• Participate in incident response and troubleshooting as needed
• Partner with People Ops, Finance, Security, and Engineering to support day-to-day technology needs
• Deploy new hardware, software, and productivity tools as the company grows
• Contribute to office and remote IT initiatives as staffing and usage expand

What you bring

• 2–4 years of IT support experience, preferably in a SaaS, startup, or fast-paced environment
• Experience supporting macOS (Windows experience is a plus)
• Hands-on experience with Google Workspace
• Hands-on experience with Slack
• Hands-on experience with Okta or another identity provider
• Hands-on experience with endpoint management tools (Jamf, Kandji, Intune, JumpCloud, etc.)
• Hands-on experience with ITSM platforms such as Jira Service Management, ServiceNow, Zendesk, or similar
• Strong troubleshooting across hardware, SaaS applications, identity, and basic networking
• Experience administering common SaaS applications and user lifecycle management
• Familiarity with scripting or automation (Bash, PowerShell, Python, or similar) is a plus
• Comfortable working in cloud-first environments
• Customer-first mindset, organized and detail-oriented with strong documentation habits
• Curiosity and eagerness to learn new technologies
• Ability to balance multiple priorities in a fast-moving environment
• Strong written and verbal communication skills
• Ability to take ownership and know when to seek guidance

Technologies you may work with

• macOS, Windows
• Google Workspace, Slack
• Okta and identity provider systems
• Jamf, Kandji, JumpCloud, Intune
• Endpoint management tools, ITSM platforms
• Jira Service Management, ServiceNow, Zendesk
• Bash, PowerShell, Python
• Networking, incident response
• Cloud-first environments, SaaS applications

Compensation and employment details

• Location: New York, NY (onsite)
• Employment type: Full time
• Salary range: USD 80,000 - 100,000 per year
• Final offer amounts may vary based on geographic location and candidate experience and expertise

Benefits

• Ownership: Equity in a fast-growing company
• Financial Wellness: 401(k) match, competitive compensation, financial coaching
• Family Support: Paid parental leave, fertility benefits, parental coaching
• Wellbeing: Medical, dental, and vision, mental health support, $500 wellness stipend
• Growth: $2,000 learning stipend, ongoing development
• Remote & Office: Internet, commuting, and free lunch/gym in the SF office
• Time Off: Flexible PTO, 15 holidays + 2 flex days
• Connection: Team outings & referral bonuses