IT Support Analyst

The IT Support Analyst supports ID.me’s internal workforce by providing dependable Tier 1 and Tier 2 technical support across the organization. This role focuses on troubleshooting end-user technology issues, setting up and maintaining employee equipment, supporting audiovisual needs, and assisting with essential IT operations. The IT Support Analyst plays an important role in keeping teams productive by delivering clear, timely support and applying structured problem-solving skills in a fast-paced environment.

The objective of our program is to ensure the participants are able to 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, 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, and Participate in on-call rotations to provide support as needed, including after-hours and weekends.