IT Analyst
Job description
An IT Support Analyst providing hands-on front-line technical support to EMEA employees, both onsite and remotely, resolving hardware, software, account access, and collaboration tool issues.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Hybrid · Netherlands
- Languages
- English
What you'll do
- 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- Follow documented runbooks and knowledge base articles for common issues, and flag gaps or outdated content to the Global Help Desk Manager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 we're looking for
- Foundational experience in IT support, help desk, or end-user services
- Working knowledge of common endpoint operating systems (MacOS and/or Windows) and standard enterprise collaboration software
- Able to communicate clearly with both technical and non-technical employees
- Able to prioritize and manage a queue of concurrent requests with minimal direction
- Sound judgment in knowing when to resolve an issue independently versus escalate it
- Curiosity and a willingness to question the norm in pursuit of an exceptional user experience
- 2–4 years of experience in IT support, help desk, or IT operations
- Familiarity with Jira or Jira Service Management
- Comfortable managing identity in Okta, Entra, or similar
- Experience using Jamf, Iru, or Intune
- Expert in Google Workspace, Slack, and Zoom
Nice to have
- Experience supporting both in-office and remote/distributed employees
- Supported a hybrid or distributed workforce and comfortable switching between in-person and remote troubleshooting
- Contributed to onboarding/offboarding or endpoint management processes that improved speed or consistency
- Proactive about documenting fixes and updating knowledge base content for the next person
- Relevant certifications such as CompTIA A+, ITIL Foundation, or similar
- Experience in high-growth SaaS or cybersecurity companies
Your team
IT Support
Front-line support team serving EMEA-wide employees, partnering with Security and IT Engineering and reporting to the Global Help Desk Manager
Benefits
Hybrid & Remote Work: We embrace a mix of remote and hybrid work models depending on role and location, including our Chicago office, where some roles require regular in-office presence
Competitive Compensation: We offer competitive salary, equity and benefits. Our benefits include health, vision & dental insurance for you and your family, a flexible vacation policy, and generous parental leave
- Inclusive Team: We value diversity and promote an inclusive culture where everyone can thrive
- Growth Opportunities: Be part of a dynamic and growing team with numerous career development opportunities
- Innovative Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking
- All full-time roles are eligible for an equity package in the form of stock options
Apply
Direct apply at Horizon3Ai
Opens the job posting at Horizon3Ai
About Horizon3
Enabling organizations to proactively find, fix and verify exploitable attack vectors before criminals exploit them
Horizon3 is a fast-growing, remote cybersecurity company. Its 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, and is used by IT Ops/SecOps teams, consulting pentesters, and MSSPs and MSPs.
Key facts
- Cybersecurity
- Flagship product is the NodeZero™ platform
- NodeZero delivers production-safe autonomous pentests
- Adopted by organizations from small educational institutions to government agencies and Global 100 enterprises
- Used by IT Ops/SecOps teams, consulting pentesters, and MSSPs and MSPs
- Team is a fusion of former U.S. Special Operations cyber operators, startup engineers & operators, and formerly frustrated cybersecurity practitioners
- Has a Chicago office
What they value
- Respect
- Collaboration
- Ownership
- Results
- Diversity and inclusion