IT Analyst

Get to Know Us Horizon3 http://Horizon3.ai is a fast-growing, remote cybersecurity company dedicated to the mission of enabling organizations to proactively find, fix and verify exploitable attack vectors before criminals exploit them. Our flagship product, the NodeZero™ 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 IT Ops/SecOps teams, consulting pentesters, and MSSPs and MSPs.   We are a fusion of former U.S. Special Operations cyber operators, startup engineers & operators, and formerly frustrated cybersecurity practitioners. We're committed to helping solve our common security problems: ineffective security tools and 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 an IT Support Analyst to provide hands-on technical support with a focus on coverage for our EMEA wide employees - both onsite and remotely. This is a front-line role for someone who enjoys solving technical problems directly with end users and wants to build depth across endpoint, identity, and collaboration tooling. This role will resolve day-to-day technical issues remotely for the broader distributed workforce — covering hardware, software, account access, and collaboration tools. The ideal candidate brings solid troubleshooting fundamentals, reliable follow-through, and a customer-service mindset, and is comfortable escalating complex or ambiguous issues to senior support staff or the Global Help Desk Manager.   This role will be responsible for..... - Provide onsite technical support including hardware setup, network connectivity, conference room/AV equipment, and printer/peripheral troubleshooting. - Resolve incoming help desk tickets and requests for the broader distributed workforce, covering hardware, software, account access, and [ticketing system] queue management - Support onboarding and offboarding logistics for employees, including equipment provisioning, account setup, and device retrieval - Administer routine identity and access tasks (password resets, MFA support, access requests) within [identity/access platform], escalating complex or policy-sensitive requests - Support endpoint management tasks such as imaging, patch verification, and asset tracking within tools like Jamf or Iru - Maintain accurate records of tickets, assets, and resolutions to support reporting and audit needs - Follow documented runbooks and knowledge base articles for common issues, and flag gaps or outdated content to the Global Help Desk Manager - Escalate unresolved or high-impact issues to the appropriate lead or manager in a timely manner, providing clear context and troubleshooting steps already attempted - Partner with Security and IT Engineering on device compliance and access control practices as directed - Demonstrate a commitment to integrity, process improvement, and customer satisfaction   WHAT YOU’LL BRING - Must have foundational experience in IT support, help desk, or end-user services - Must have working knowledge of common endpoint operating systems (MacOS and/or Windows) and standard enterprise collaboration software - Must be able to communicate clearly with both technical and non-technical employees - Must be able to prioritize and manage a queue o