SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 142,718 - 160,904 / annual
Horizon3.ai is a fast-growing, remote-first cybersecurity company that delivers autonomous penetration testing and security assessment operations at scale. The company's flagship product, NodeZero, helps organizations proactively identify and fix exploitable attack vectors before criminals exploit them.
The Senior IT Analyst role serves as a Tier 2/3 escalation point for complex technical issues across a distributed workforce. You will own the resolution of high-impact incidents involving endpoint management, identity and access, and collaboration tools, moving beyond standard help desk workflows to perform deep-dive troubleshooting, identify patterns across tickets, and drive process improvements.
Key responsibilities include:
- Advanced support and escalations: Triage and resolve complex end-user issues across macOS/Windows endpoints, identity platforms (Okta/Entra), and collaboration tools. Take ownership of high-impact incidents from initial triage through root-cause analysis, looping in Security, IT Engineering, or vendors as needed. Identify recurring problems and drive durable fixes through runbook updates, automation, and configuration changes rather than one-off workarounds.
- Endpoint, identity, and collaboration tooling: Own or co-own advanced configuration and troubleshooting within endpoint management tools (Jamf, Intune, or similar), including policies, profiles, and compliance checks. Troubleshoot identity and access issues in SSO/MFA platforms. Act as a subject matter expert for Google Workspace, Slack, and Zoom, including complex calendaring, meeting, and integration issues.
- Office and event support: Provide advanced remote support for office infrastructure (conference room AV, network connectivity, shared devices). Travel occasionally to offices (including Chicago) for upgrades, deployments, and onsite events.
- Process, tooling, and documentation: Refine ticket triage, escalation paths, and SLAs. Create and maintain high-quality documentation including troubleshooting runbooks, how-to guides, standard operating procedures, and knowledge base articles. Recommend and evaluate new tools that improve support quality and end-user experience.
- Onboarding, offboarding, and lifecycle: Partner with IT and People teams to ensure smooth onboarding/offboarding experiences. Support device lifecycle management across procurement, provisioning, refresh, and deprovisioning.
- Partnership and communication: Collaborate with Security and IT Engineering on device compliance, access control, and incident response. Communicate clearly with employees at all levels. Mentor junior analysts and share knowledge across the team.
Requirements:
- 4–6+ years of experience in IT support, help desk, or IT operations roles, with at least part of that time in a Tier 2/3 capacity
- Strong troubleshooting skills across macOS and/or Windows endpoints, including OS, hardware, networking basics, and standard enterprise software
- Ability to communicate clearly with both technical and non-technical employees
- Ability to prioritize and manage concurrent requests, balancing quick wins with deep-dive investigations
- Sound judgment in self-solving vs. escalating and documenting learnings
- Comfort working remotely with a distributed team and occasional travel to Horizon3 offices (up to 10%)
- Experience supporting both in-office and remote/distributed employees at a high-growth technology company (strongly preferred)
- Relevant certifications such as CompTIA A+, Network+, ITIL Foundation, or Jamf (preferred but not required)
Required technical stack experience:
- Jira or Jira Service Management (or comparable ITSM platform) for ticket management and reporting
- Identity and access management in Okta, Entra, or similar SSO/MFA platforms
- Hands-on experience with endpoint management tools such as Jamf, Intune, or Kandji (policy/profile management, compliance, asset tracking)
- Strong user and admin-level experience with Google Workspace (Gmail, Calendar, Drive), Slack, and Zoom
- Familiarity with common SaaS business applications and their access models (HRIS, ATS, CRM, finance tools, etc.)
What sets you apart:
- Experience helping grow or mature an IT support function (implementing new tools, designing workflows, defining SLAs)
- Experience in high-growth SaaS or cybersecurity companies
- Demonstrated track record of creating or improving IT documentation, knowledge bases, or self-service resources
- Experience supporting zero-trust security practices, device compliance, or security-focused configuration baselines
- Comfort mentoring junior analysts or acting as an informal team lead on incidents or projects
