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# IT Analyst

- **Company:** Horizon3
- **Location:** Amsterdam, Netherlands (Remote available)
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Apple Mac Systems, Systems Engineering, JIRA, Software as a Service, Collaborative Software, System Configuration, Issue Tracking Systems, Information Technology Operations, Network Connections, Queue Management Systems, User Environment Management, Okta, Microsoft InTune, Slack, Casper Suite, Gsuite
- **Published:** November 2, 2026
- **Apply:** https://www.adzuna.nl/details/5949567772

## About the Role

* 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.

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

 * 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

## Description

We are seeking an IT Support Analyst to provide hands-on technical support with a focus on coverage for our EMEA wide employees - both onsite and remotely. 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 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 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