IT Support Analyst
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Job Description
IT Support Analyst providing responsive support for employees across Binance.US. Focus on macOS environments, Google Workspace, and technical troubleshooting in a fully remote setup.
Responsibilities:
- Provide responsive 3rd shift IT support for employees, troubleshooting hardware, software, network, access, and application issues in a remote and/or distributed work environment.
- Support and troubleshoot macOS devices and related Apple ecosystem tools, including device setup, configuration, updates, account access, and user productivity issues.
- Administer and support core business systems including Google Workspace and Okta, including account access, authentication issues, MFA troubleshooting, and user lifecycle support.
- Support MDM and asset management processes, including device enrollment, inventory tracking, equipment assignment, returns, and lifecycle documentation.
- Use ticketing systems and internal documentation tools to triage, track, resolve, and document support requests with accuracy, urgency, and a customer-service mindset.
- Create and maintain knowledge base articles, SOPs, troubleshooting guides, and runbooks to improve support consistency and reduce recurring issues.
- Leverage AI tools responsibly to assist with troubleshooting, workflow automation, documentation, reporting, and process improvement while following company security and data handling expectations.
- Partner with IT and Security stakeholders to support endpoint hygiene, access control practices, incident escalation, and secure handling of employee technology issues.
- Identify recurring support trends and recommend improvements to systems, processes, automations, or documentation that improve employee experience and operational efficiency.
- Support additional IT projects as needed, including onboarding/offboarding support, SaaS tool administration, device lifecycle activities, and team growth initiatives.
Requirements:
- 2+ years of experience in IT support, help desk, desktop support, technical support, or a similar employee-facing technology role.
- Extensive hands-on experience supporting macOS environments; familiarity with iOS and Apple device troubleshooting preferred.
- Experience supporting Google Workspace and Okta, including account access, MFA, group management, and user troubleshooting.
- Experience with MDM tools and asset management platforms; familiarity with device enrollment, inventory management, equipment tracking, and lifecycle support.
- Experience with Atlassian tools, including Confluence and Jira, is a plus.
- Familiarity with endpoint management, device lifecycle processes, patching, access control, and security-first support practices.
- Demonstrated ability to troubleshoot technical issues independently, identify root causes, and escalate appropriately when needed.
- Experience using AI tools to improve troubleshooting, automate repetitive work, generate documentation, or streamline support workflows.
- Strong written and verbal communication skills with the ability to support employees across different levels of technical proficiency.
- Ability to work a 2nd or 3rd shift schedule and provide reliable support during non-standard business hours.
- Bilingual proficiency in English and Chinese is a plus.
- Experience in fintech, crypto, financial services, technology, or other security-sensitive environments is a plus.
- Bachelor’s degree, technical certification, or equivalent practical experience preferred.
Benefits:
- Unlimited PTO (for salaried FTE roles)
- 12 weeks fully paid Parental Bonding Leave
- Mental wellness benefits
- Free 1:1 virtual visits with a licensed mental wellness professional
- Comprehensive competitive health benefits
- Fully remote, cameras-on culture with work-from-home equipment reimbursements available to new hires
- Annual professional development budget
- Free 1:1 virtual visits with a career coach
- 401k plan with employer match
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