IT Analyst

The Senior IT Analyst plays a critical role in maintaining, monitoring, and continuously improving the computer systems and networks that power our business. This role goes beyond resolving technical issues — it involves identifying systemic gaps, driving process improvements, and serving as a technical resource and informal leader for the broader IT team and the organization at large.

Responsibilities

Serve as the primary escalation point for complex technical issues across the organization, including Zoom room/hardware, Meraki networking, and peripheral troubleshooting, with an onsite presence in the SF or NYC office 4–5 days per week; Lead and own the onboarding and offboarding lifecycle for employees, temporary staff, vendors, and contractors, ensuring a seamless and secure experience; Develop, maintain, and improve IT documentation, runbooks, and processes — ensuring consistency, repeatability, and knowledge transfer across the team; Proactively identify and resolve issues across core platforms including Okta, Google Workspace, Atlassian, Slack, Zoom, Jamf, and Intune; Provide advanced troubleshooting and support across Mac and PC environments, taking ownership of root cause analysis and long-term resolution; Design and deliver IT training and enablement programs to ensure employees across all departments can effectively leverage their technical resources; Drive corrective and preventive actions to resolve issues quickly and minimize business impact, while identifying patterns that inform longer-term infrastructure improvements.

Requirements

Proven experience in a technical support environment with deep expertise in Mac OS and Windows, including advanced troubleshooting and escalation handling; Strong hands-on experience with first and second level support across Okta, Google Workspace, Atlassian, Slack, MDM platforms (Jamf and Intune), Meraki, and Zoom; Experience owning and administering IT Asset Management systems (e.g., SnipeIT, AssetSonar, ServiceNow, Microsoft SCCM); Demonstrated ability to independently perform root cause analysis and drive resolution of complex system access, hardware, and infrastructure issues; Track record of leading projects end-to-end, from scoping requirements through execution and documentation, with minimal oversight; Strong cross-functional collaboration skills with the ability to translate technical concepts for non-technical stakeholders; Excellent written and verbal communication skills with a bias toward documentation and knowledge sharing; Strong familiarity with IT operations, cloud applications, and security best practices; Applies AI strategically, knowing how to use the right tools at the right time to solve problems or generate new ideas; Uses AI to accelerate feedback loops, test ideas, and make informed decisions faster; Applies both judgment and creativity when working with AI and understands its limitations; Demonstrates curiosity and initiative in exploring new AI tools and workflows relevant to their role; Has developed or shared AI-enhanced workflows, automations, or prompts with others; Brings a reflexive AI mindset and uses AI as a natural part of their process to iterate, research, and deliver better work; Comfortable working in AI-enhanced environments across writing, data analysis, content creation, or design; Regularly leverages AI tools such as Notion AI, Perplexity, Claude, Descript, Runway, Midjourney, or Microsoft Copilot i.e. to improve speed, clarity, or creative output.