IT Analyst (San Francisco)

Location Specific: Hybrid – San Francisco, CA office (candidate must reside in the San Francisco Bay Area)

Get to Know Us

Horizon3 is a fast-growing, remote cybersecurity company dedicated to the mission of enabling organizations to proactively find and fix and verify exploitable attack vectors before criminals exploit them. Our flagship product, the NodeZeroTM 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 ITOps/SecOps teams, consulting pentesters, and MSSPs and MSPs.

We are a fusion of former U.S. Special Operations cyber operators, startup engineers, and formerly frustrated cybersecurity practitioners. We're committed to helping solve our common security problems: ineffective security tools, 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.

Get to Know Us

Horizon3 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 for employees, with a focus on hybrid, onsite coverage for our San Francisco office. 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 — in person forSan Francisco-based staff and 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 for the San Francisco office, 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 San Francisco-based and west-region 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 of concurrent requests with minimal direction

Must demonstrate sound judgment in knowing when to resolve an issue independently versus escalate it

Must demonstrate curiosity and a willingness to question the norm in pursuit of an exceptional user experience.

Must be able to provide onsite, hands-on technical support in the San Francisco office on a hybrid schedule

Minimum Education and Experience

2–4 years of experience in IT support, help desk, or IT operations

Experience supporting both in-office and remote/distributed employees preferred

Required Tech Stack Experience

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

What Sets You Apart?

You've supported a hybrid or distributed workforce and are comfortable switching between in-person and remote troubleshooting

You've contributed to onboarding/offboarding or endpoint management processes that improved speed or consistency

You're 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

Travel Required

This role requires regular in-office presence at our San Francisco office on a hybrid schedule; travel beyond the San Francisco metro area is not part of the job, but may occur from time-to-time according to the needs of the business.

Perks of Horizon3

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.

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.

Compensation and Values

At Horizon3, we believe that our people are our greatest asset, and our compensation philosophy reflects this core value. We are committed to fostering an environment where all employees feel valued, respected, and rewarded for their contributions. Our compensation structure is designed to be fair, competitive, and transparent, ensuring that every team member is recognized and compensated equitably across roles, levels, and locations.

In accordance with various State’s transparency regulations, we pro