IT Analyst

The role

This person will provide technical support for EMEA wide employees both onsite and remotely. They will resolve hardware, software, account access, and collaboration tool issues for a distributed workforce.

What you will do

• Provide onsite technical support including hardware setup, network connectivity, conference room/AV equipment, and printer/peripheral troubleshooting.
• Resolve incoming help desk tickets and requests for the broader distributed workforce.
• Support onboarding and offboarding logistics for employees.
• Administer routine identity and access tasks.
• Support endpoint management tasks such as imaging, patch verification, and asset tracking.
• Maintain accurate records of tickets, assets, and resolutions.
• Follow documented runbooks and knowledge base articles.
• Escalate unresolved or high-impact issues to the appropriate lead or manager.
• Partner with Security and IT Engineering on device compliance and access control practices.

Required qualifications

• Foundational experience in IT support, help desk, or end-user services.
• Working knowledge of common endpoint operating systems (MacOS and/or Windows).
• Working knowledge of standard enterprise collaboration software.
• Ability to communicate clearly with both technical and non-technical employees.
• Ability to prioritize and manage a queue of concurrent requests with minimal direction.
• Ability to demonstrate sound judgment in knowing when to resolve an issue independently versus escalate it.
• Ability to demonstrate curiosity and a willingness to question the norm.
• 2–4 years of experience in IT support, help desk, or IT operations.
• Familiarity with Jira or Jira Service Management.
• Comfortable managing identity in Okta, Entra, or similar.
• Experience using Jamf, Iru, or Intune.
• Expert in Google Workspace, Slack, and Zoom.

Nice to have

• Experience supporting both in-office and remote/distributed employees
• Supported a hybrid or distributed workforce and are comfortable switching between in-person and remote troubleshooting
• Contributed to onboarding/offboarding or endpoint management processes that improved speed or consistency
• Proactive about documenting fixes and updating knowledge base content
• Relevant certifications such as CompTIA A+, ITIL Foundation, or similar
• Experience in high-growth SaaS or cybersecurity companies

Benefits

• Equity package in the form of stock options
• Health, vision & dental insurance for you and your family
• Flexible vacation policy
• Generous parental leave

About the company

Horizon3 is a fast-growing, remote cybersecurity company dedicated to the mission of enabling organizations to proactively find, fix and verify exploitable attack vectors. The team is a fusion of former U.S. Special Operations cyber operators, startup engineers & operators, and formerly frustrated cybersecurity practitioners.