IT Support Analyst

Summary

Join BlackCloak as an IT Support Analyst and be the first point of contact for internal IT support, providing responsive and resourceful assistance. You will monitor company endpoints, develop documentation, administer SaaS/IaaS/PaaS solutions, manage applications, and assist with mobile device management. The role involves security audits, access management, and participation in emergency responses. This position requires 2-4 years of relevant experience and strong troubleshooting skills. BlackCloak offers a competitive salary and exceptional benefits, including a fully remote work environment within the USA.

Requirements

• 2-4 years of college coursework in a relevant field or equivalent work experience
• 2-4 years of experience in an IT-related role
• Hands-on experience managing Apple macOS endpoints in an enterprise or corporate environment
• Strong troubleshooting skills, with the ability to take detailed notes, isolate issues, and leverage both experience and resourcefulness to find solutions
• Experience managing multiple operating systems, including Linux, macOS, Windows, iOS, and Android
• Proficiency with Endpoint Management and MDM solutions such as Jamf or WorkspaceOne, including deploying configuration profiles and Group Policy Objects (GPO)
• A keen eye for detail, a passion for technology, and a natural curiosity for staying up to date with advancements
• Adaptability and the ability to pivot seamlessly between tasks in a fast-paced environment

Responsibilities

• Serve as the first point of contact for BlackCloak’s internal IT Help Desk
• Monitor and manage company endpoints and workstations to ensure security and performance
• Develop and maintain clear, user-friendly documentation and SOPs. Identify gaps in institutional knowledge and keep knowledge base articles up to date
• Administer and support corporate SaaS, IaaS, and PaaS solutions
• Manage native applications, including Google Workspace, Jira & Confluence, Slack, Office 365 and Zoom
• Assist with internal and client facing Mobile Device Management solutions, ensuring devices are hardened and applications have their required permissions
• Continuously audit internal security controls to ensure company security, addressing or escalating findings where appropriate
• Draft third-party due diligence requests by gathering and organizing relevant IT and security information
• Provision and provision user access and accounts in alignment with security best practices
• Oversee Identity and Access Management (IAM) solutions to maintain secure and streamlined authentication processes
• Support the Information Security team with keen attention to detail, identifying and addressing documentation gaps
• Participation in potential off-hours and emergency responses is required

Preferred Qualifications

• Experience automating workflows, onboarding, or offboarding processes to improve efficiency
• Background in security hardening or compliance audits, with an eye for identifying and mitigating risks
• Relevant certifications in MDM, macOS, or Cybersecurity industries
• Hands-on experience with cloud providers such as AWS, GCP, or Azure

Benefits

• 100% Remote Company, within the USA
• Comprehensive Medical, Dental, and Vision plans with 100% employer-paid monthly premiums for employees & 50% employer-paid monthly premiums for dependents
• Health Savings Account with company contribution for eligible medical plans
• Flexible Vacation Plan
• 10 Paid Company Holidays
• 100% employer-paid Life, AD&D and Short- and Long-Term Disability Insurance
• 401k with Traditional and Roth options, including employer match
• Company Equity
• Paid Parental and Pregnancy Recovery Leave
• Company and team off-sites and virtual events throughout the year
• Home office stipend