Technical Support Analyst
About The Position
The Technical Support Analyst plays a key role in ensuring a smooth, secure, and reliable technology experience for our fully remote workforce. You will support a mixed environment of macOS and Windows devices and a broad ecosystem of SaaS applications. The ideal candidate is a resourceful problem-solver who communicates clearly, thrives in a fast-paced environment, and enjoys helping people succeed through technology. You convert internal stakeholder needs into reality by resolving day-to-day technology issues, maintaining core SaaS platforms, and reinforcing security and compliance standards. Your work directly impacts employee productivity, information security, and the overall reliability of InterPayments’ internal systems.
Requirements
- 2–4 years of experience in technical support, service desk, or IT operations roles.
- Strong troubleshooting skills across both macOS and Windows environments.
- Experience supporting remote teams using remote-support tools and ticketing systems.
- Familiarity with SaaS administration and identity/access management (e.g., Okta, Azure AD, Google Admin, or similar).
- Understanding of networking fundamentals (VPN, Wi‑Fi, DNS, basic connectivity troubleshooting).
- Excellent written and verbal communication skills and a customer-first mindset.
- Self-starter who can work with minimal supervision, balance multiple priorities, and consistently meet deadlines.
- Strong sense of ownership and accountability—if you say you will do it, you do it.
Nice To Haves
- Experience with MDM solutions managing both Mac and PC fleets (e.g., Jamf, Intune, Kandji, or similar).
- Exposure to automation or scripting (Bash, PowerShell, or similar).
- Knowledge of security best practices for distributed teams.
- Prior work in a fast-growing or fully remote organization.
Responsibilities
- Provide Tier 1–2 technical support for macOS and Windows devices, including troubleshooting hardware, OS, and application issues.
- Assist users with setup, configuration, and maintenance of laptops, peripherals, and collaboration tools.
- Support remote employees across multiple time zones using remote-access tools and ticketing systems.
- Administer and support core SaaS platforms (e.g., Microsoft 365, Slack, project management tools, identity providers).
- Troubleshoot login, access, and integration issues across cloud services.
- Maintain user accounts, permissions, and security settings in line with established policies and least-privilege principles.
- Support device management and compliance using MDM tools (e.g., Jamf, Intune, Kandji, or similar) across Mac and Windows fleets.
- Assist with security monitoring, patching, and incident response workflows, escalating issues where appropriate.
- Help enforce security standards, including MFA, password policies, and data-handling guidelines for a distributed team.
- Maintain accurate documentation of processes, troubleshooting steps, and system configurations.
- Contribute to IT knowledge base articles and user guides to enable self-service and consistent support.
- Assist with onboarding and offboarding, including provisioning and deprovisioning accounts, devices, and access to core systems.
- Collaborate with IT and security leadership on continuous improvement of tools, workflows, automation, and internal service quality.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
