Senior IT Analyst

About this role

Get to Know Us

Horizon3 is a fast-growing, remote cybersecurity company dedicated to the mission of enabling organizations to proactively find and fix and verify exploitable attack vectors before criminals exploit them. Our flagship product, the NodeZeroTM platform, delivers production-safe autonomous pentests and other key assessment operations that scale across the largest internal, external, cloud, and hybrid cloud environments. NodeZero has been adopted by organizations of all sizes, from small educational institutions to government agencies and Global 100 enterprises. It is used by ITOps/SecOps teams, consulting pentesters, and MSSPs and MSPs.

We are a fusion of former U.S. Special Operations cyber operators, startup engineers, and formerly frustrated cybersecurity practitioners. We're committed to helping solve our common security problems: ineffective security tools, false positives resulting in alert fatigue, blind spots, "checkbox” security culture, cybersecurity skills shortage, and the long lead time and expense of hiring outside consultants. Collectively, we are a team of learn it alls, committed to a culture of respect, collaboration, ownership, and results.

WHAT YOU’LL DO

We are seeking a Senior IT Analyst to provide advanced, hands-on technical support to our distributed workforce and help drive the maturity of our IT support function. This role will serve as a Tier 2/3 escalation point for complex endpoint, identity, and collaboration issues, partnering closely with Security and IT leadership to keep our employees productive and secure.

You will own the resolution of higher-impact and ambiguous issues that go beyond standard help desk workflows, including deep-dive troubleshooting, pattern-spotting across tickets, and contributing to tooling, process, and documentation improvements. While this role is remote within the US, you will occasionally travel to Horizon3 offices (including Chicago) to support office technology, larger initiatives, and in-person events.

By combining excellent customer support with strong technical judgment and follow-through, the Senior IT Analyst will play a critical role in maintaining a reliable, secure, and user-friendly IT environment for our employees.

This role will be responsible for…..

- Advanced support and escalations

- Serve as a Tier 2/3 escalation point for complex end-user issues across MacOS/Windows endpoints, identity, and collaboration tools.

- Take ownership of high-impact incidents from initial triage through root-cause analysis and resolution, looping in Security, IT Engineering, or vendors as needed.

- Identify recurring problems and drive durable fixes (runbook updates, automation, configuration changes) rather than one-off workarounds.

- Endpoint, identity, and collaboration tooling

- Own or co-own advanced configuration and troubleshooting within endpoint management tools (e.g., Jamf, Intune, or similar) including policies, profiles, and compliance checks.

- Troubleshoot and support identity and access issues in platforms such as Okta/Entra (SSO, MFA, conditional access, group- or role-based access).

- Act as a subject matter expert for our core collaboration stack (Google Workspace, Slack, Zoom), including complex calendaring, meeting, and integration issues.

- Office and event support (as needed)

- 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.

- Partner with local team members to validate that office users, conference rooms, and shared spaces have reliable, easy-to-use technology.

- Process, tooling, and documentation

- Help refine ticket triage, escalation paths, and SLAs in coordination with the Global Help Desk Manager and broader IT team.

- Create and maintain high-quality documentation: troubleshooting runbooks, how-to guides, standard operating procedures, and knowledge base articles for both end users and IT peers.

- Recommend and help evaluate new tools or configurations that improve support quality, signal-to-noise in alerts, or end-user experience.

- Onboarding, offboarding, and lifecycle

- Partner with IT and People teams to ensure smooth onboarding/offboarding experiences, with a focus on standardization, security, and speed.

- Support device lifecycle management across procurement, provisioning, refresh, and deprovisioning, including asset tracking and inventory hygiene.

- Partnership and communication

- Collaborate closely with Security and IT Engineering on device compliance, access control, and incident response as directed.

- Communicate clearly and empathetically with employees at all levels, setting expectations, providing status updates, and closing the loop on resolutions.

- Model a “learn-it-all” mindset, mentoring more junior analysts and sharing knowledge across the team.

WHAT YOU’LL BRING

- Must have substantial experience in IT support, help desk, or IT operations with clear Tier 2/3 responsibilities supporting a distributed workforce.

- Must have strong troubleshooting skills across MacOS and/or Windows endpoints, including OS, hardware, networking basics, and standard enterprise software.

- Must be able to communicate clearly with both technical and non-technical employees, framing issues and solutions in business-friendly language.

- Must be able to prioritize and manage a queue of concurrent requests, balancing quick wins with deep-dive investigations.

- Must demonstrate sound judgment in when to self-solve vs. escalate, and how to document and share learnings.

- Must be comfortable working remotely with a distributed team and occasionally traveling to Horizon3 offices (including Chicago) as business needs dictate.

MINIMUM EDUCATION AND EXPERIENCE

- 4–6+ years of…