IT Support Analyst

About Handshake

Handshake was founded on a simple belief that everyone deserves a path to a great career, regardless of where they went to school or who they know. Today, we power 25 million job seekers, 1 million+ employers, and 1,600 educational institutions.

About the Role

We're looking for an IT Support Analyst to help deliver an exceptional technology experience for our employees. You'll support a distributed workforce by resolving technical issues, administering core IT systems, and helping improve internal processes as we continue to scale.

Responsibilities

Support the Employee IT Experience

• Provide Tier 1 and Tier 2 support across hardware, SaaS applications, identity systems, and collaboration tools
• Troubleshoot and resolve technical issues with a focus on delivering an excellent employee experience
• Support remote and hybrid employees across multiple time zones
• Escalate complex issues when appropriate while owning tickets through resolution

Help Improve IT Operations

• Support onboarding and offboarding workflows
• Assist with identity and access management (Okta, Google Workspace, etc.)
• Help administer endpoint management platforms (Jamf, Kandji, JumpCloud, Intune, or similar)
• Manage software provisioning, license assignments, and asset tracking
• Identify recurring issues and recommend process improvements or automation opportunities

Contribute to Security & Documentation

• 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 efforts as needed

Collaborate Across the Business

• Partner with People Ops, Finance, Security, and Engineering to support day-to-day technology needs
• Help deploy new hardware, software, and productivity tools
• Contribute to office and remote IT initiatives as the company grows

Qualifications

• 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
- Slack
- Okta or another identity provider
- Endpoint management tools (Jamf, Kandji, Intune, JumpCloud, etc.)
- ITSM platforms (Jira Service Management, ServiceNow, Zendesk, or similar)

Technical Skills

• Strong troubleshooting skills 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