Role OverviewWe are seeking an IT Support Analyst to join our dynamic IT department, supporting end-users and resolving technical issues across the organization. As a key player on the team, you will provide critical tier 1 and tier 2 support, manage user hardware setup, support AV installations and assist with essential IT administration. Your ability to effectively troubleshoot and deliver exceptional customer service will directly impact our operational success.
In this role, you will also support and enable the use of AI-powered tools and technologies adopted across the organization. You'll help ensure employees can effectively and securely use modern productivity tools-including AI-assisted applications-while maintaining compliance with IT and security standards.
If you thrive on solving technical challenges and take pride in delivering top-notch customer service, this is an exciting opportunity to make a meaningful impact.
Role Responsibilities - Provide front-line support for a range of technical issues.
- Troubleshoot and support Apple hardware, software, and peripherals.
- Deliver friendly, customer-focused IT support while maintaining SLAs.
- Set up new hire equipment, including laptops, monitors, and accessories.
- Assist in user account management across various internal and external systems.
- Assist with hardware and software setup, configuration, and maintenance.
- Support end-users with productivity tools, including AI-enabled applications and platforms.
- Contribute to the development of clear documentation and technical guides.
- Ensure compliance with IT operating procedures.
- Handle equipment logistics, boxing, shipping and inventory tracking.
- Install and configure new IT equipment as needed.
- Support the existing IT infrastructure and assist with improvements.
- Perform other duties as assigned to meet team and organizational needs.
- Participate in on-call rotations to provide support as needed, including after-hours and weekends.
Required Skills / Abilities - 2+ years of experience in desktop or IT support roles within an enterprise environment.
- 1+ years of demonstrated experience troubleshooting Apple hardware and software.
- 1+ years proven track record of using ticket-based support systems.
- Ability to support end-users in adopting new technologies, including explaining AI-driven features in a clear, non-technical manner.
- Understanding of data privacy, security, and responsible use considerations related to AI-enabled tools.
- Ability to regularly lift and handle IT equipment up to 25 pounds, and occasionally up to 50 pounds.
Ideal QualificationsThe qualifications below are ideal, but not all are required. We encourage candidates to apply if they satisfy some, but not all of these qualifications.- Exceptional customer service skills with a patient, solution-oriented approach.
- Familiarity supporting multiple operating systems (macOS, Windows, mobile).
- Hands-on experience with remote desktop tools and cloud application troubleshooting.
- Familiarity with Mobile Device Management (MDM) solutions and resolving associated issues.
- Experience supporting or administering SaaS applications that incorporate AI or automation features.
- Exposure to enterprise AI tools (e.g., AI copilots, chat assistants, workflow automation tools) and supporting users in their day-to-day use.
- Ability to document processes, FAQs, and usage guidelines for new tools, including AI-powered solutions.
- Strong organizational, time management, and communication skills.
The annual base salary listed does not include a company bonus, incentive for sales roles, equity and benefits which will be determined based on experience, skills, education, relevant training, geographic location and role.
ID.me offers comprehensive medical, dental, vision, health savings account, flexible spending accounts (medical, limited purpose, dependent care, commuter benefit accounts), basic and voluntary life and AD&D insurance, 401(k) with company match, parental leave, ability to participate in unlimited paid time off subject to the terms and conditions of the PTO policy, including 8 company wide holidays, short and long-term disability insurance, accident and critical illness insurance, referral bonus policy, employee assistance program, pet insurance, travel assistant program, wellbeing and childcare discounts, benefit advocates, and a learning and development benefit.
The above represents the anticipated total rewards package for this job requisition. Final offers may vary from the amount listed based on qualifications, professional experiences, skills, education, relevant training, geographic location, and other job related factors.
Mountain View, CA Pay Range
$89,918-$104,880 USD
ID.me is a full-time, in-office culture. Unless a specific job description explicitly states otherwise, all roles are on-site five days per week at one of our offices in McLean, VA; Mountain View, CA; New York City, NY; or Tampa, FL. Certain roles - such as field-based sales or other remote-by-design positions - may have different work arrangements as noted in their individual postings.
