Senior IT Support Analyst

ABOUT HANDSHAKE Handshake was founded on a simple belief that everyone deserves a path to a great career, regardless of where they went to school or who they know. Today, we power 25 million job seekers, 1 million+ employers, and 1,600 educational institutions. In 2025, we started Handshake AI and built the fastest-growing AI data business in history. We work directly with frontier AI lab researchers to create evaluations, publish benchmarks, and push the boundary of data. We’ve grown from $0 to ~$1B run rate and pay ~$60M to over 30K individuals every month. Why join Handshake now: - Shape how every career evolves in the AI economy, at global scale, with impact your friends, family and peers can see and feel - Partner hand-in-hand with world-class AI labs, Fortune 500 partners and the world’s top educational institutions - Work together with engineers, scientists, operators, and more from Palantir, Meta, Scale AI, and former YC founders - Build a massive, fast-growing business with billions in revenue ABOUT THE ROLE We’re looking for a Senior IT Support Analyst who thrives in fast-paced, high-growth environments. This role is more than ticket resolution — you’ll be a builder, problem-solver, and systems optimizer who helps scale IT operations as the company grows. You’ll support a distributed workforce, improve processes, implement automation, and partner cross-functionally to ensure our employees have a seamless technology experience. If you enjoy wearing multiple hats, owning problems end-to-end, and building IT the right way from the ground up, this role is for you. OWN THE EMPLOYEE IT EXPERIENCE - Provide Tier 2/3 support across hardware, SaaS apps, identity systems, and collaboration tools - Serve as an escalation point for complex or high-impact issues - Ensure fast, thoughtful resolution of tickets with a strong customer experience mindset - Support remote and hybrid employees across time zones BUILD & SCALE SYSTEMS - Improve onboarding/offboarding workflows and automate where possible - Manage identity and access (Okta/Google Workspace/Full Stack) - Administer endpoint management (Iru, Jumpcloud. etc.) - Optimize SaaS management and license provisioning - Identify repetitive issues and implement scalable solutions DRIVE PROCESS & SECURITY IMPROVEMENTS - Create and maintain documentation and internal knowledge bases - Partner with Security on device compliance, access controls, and audits - Help implement new tools and systems as the company grows - Participate in incident response when needed BE A CROSS-FUNCTIONAL PARTNER - Work closely with People Ops, Finance, Security, and Engineering - Help evaluate and roll out new productivity tools - Provide technical guidance during company growth initiatives (new offices, M&A, rapid hiring, etc.) YOU HAVE - 5+ years of IT support experience, ideally in a startup or high-growth environment - Experience supporting both macOS and Windows (macOS-heavy preferred) - Hands-on experience with: - Google Workspace - Slack - Okta or other IAM platforms - Endpoint management tools (Jamf, Intune, Kandji, etc.) ITSM systems (Jira, Linear, ServiceNow, etc.) TECHNICAL SKILLS - Strong troubleshooting skills across hardware, SaaS, networking basics, and identity - Experience with SaaS administration and lifecycle management - Basic scripting or automation skills (PowerShell, Bash, or similar) preferred - Comfortable working in cloud-first environments MINDSET - Builder mentality — you improve things instead of working around them - Highly organized and documentation-driven - Bias toward action and ownership - Comfortable with ambiguity and rapid change - Strong communicator who can translate technical concepts to non-technical audiences WE OFFER Handshake delivers benefits that help you feel supported—and thrive at work and in life. The below benefits are for full-time US employees. 🎯 Ownership: Equity in a fast-growing company 💰 Financial Wellness: 401(k) match, competitive compensation, financial coaching 🍼 Family Support: Paid parental leave, fertility benefits, parental coaching 💝 Wellbeing: Medical, dental, and vision, mental health support, $500 wellness stipend 📚 Growth: $2,000 learning stipend, ongoing development 💻 Remote & Office: Internet, commuting, and free lunch/gym in our SF office 🏝 Time Off: Flexible PTO, 15 holidays + 2 flex days 🤝 Connection: Team outings & referral bonuses Explore our mission, values, and comprehensive US benefits at joinhandshake.com/careers http://joinhandshake.com/careers.