IT Support Analyst

Summary

Join Life360's IT team as an IT Support Analyst and provide technical assistance and support to employees. You will troubleshoot hardware and software issues, maintain IT systems, and develop SLAs for effective support. The ideal candidate possesses strong problem-solving skills, excellent communication abilities, and 3+ years of experience in IT support. Life360 offers a competitive salary, comprehensive benefits, and a remote-first work environment. This role involves diagnosing and resolving technical issues, acting as a primary point of contact, and creating training materials. The company values a diverse and inclusive workplace.

Requirements

• 3+ years of experience in IT support working within a ticketing system
• Be a result-driven, strong critical thinker
• Familiarity with MacOS, iOS, Android, Windows, Okta, Google Workspace, Atlassian, and other IT-owned tools
• Demonstrable experience in many SaaS applications (Okta, Google Workspace, GitHub, Atlassian, and Slack)
• Good communication skills and ability to create training materials and stand-alone documentation
• Strong experience supporting MacOS, Windows, as well as iOS and Android. This includes both software and hardware troubleshooting experience
• Experience working with MDMs (Kandji and Intune)
• Strong problem-solving skills with a can-do attitude; ability to troubleshoot root causes not just symptoms

Responsibilities

• Develop SLA’s for timely and effective technical support to IT’s customers
• Diagnose, resolve and provide permanent remediation for hardware and software issues
• Be the primary point of contact in on-call rotations
• Provide advanced troubleshooting for network environments and components
• Support and document an ever-changing environment
• Develop escalation procedures for IT engineering
• Formulate training and guidance documentation for users on systems and processes of the organization
• Have an intermediate understanding of the limitations and usage of AI/LLM
• Provide exemplary support to users on a variety of tasks ranging from simple to complex
• Create and maintain accurate records of IT assets
• Assist in onboarding and offboarding of users; support automation processes for user life-cycle management

Preferred Qualifications

AWS and Github experience is a bonus

Benefits

• Competitive pay and benefits
• Medical, dental, vision, life, and disability insurance plans (100% paid for employees)
• 401(k) plan with company matching program
• Mental Wellness Program & Employee Assistance Program (EAP) for mental well-being
• Flexible PTO, 13 company-wide days off throughout the year
• Winter and Summer Week-long Synchronized Company Shutdowns
• Learning & Development programs
• Equipment, tools, and reimbursement support for a productive remote environment
• Free Life360 Platinum Membership for your preferred circle
• Free Tile Products