IT Systems Analyst

We are seeking an experienced and technically capable IT Systems Analyst to join the AssetWatch IT operations team. This role goes beyond reactive help desk work — you will contribute to system health, support process improvements, assist with security and compliance efforts, and help the team run smoothly as the business grows. If you thrive in a hands-on environment where you’re solving today’s problems and building better systems for tomorrow, this role is for you.

This role is Remote (United States)

What You’ll Do:

Technical Support & Escalation

• Serve as an escalation point for complex hardware, software, and network issues that exceed Tier 1 support scope.
• Diagnose and resolve advanced endpoint issues across Windows and macOS environments, including OS-level, application, and connectivity problems.
• Provide high-quality, responsive support to end-users while maintaining a positive experience and clear communication throughout the resolution process.
• Maintain and improve the IT ticketing system (Jira), including documentation of resolutions, known issues, and internal knowledge base articles.
• Mentor and provide guidance to junior support staff or help desk contractors as the team grows.

Endpoint & Systems Management

• Administer and maintain endpoint management platforms including Intune (Windows) and Jamf Pro (macOS) — managing configuration profiles, compliance policies, and automated enrollment workflows.
• Manage user accounts, groups, and access controls in Microsoft Entra ID (Azure AD), including MFA enforcement and application assignments.
• Oversee software deployment, OS updates, and patch management across the device fleet using MDM and RMM tooling (e.g., NinjaOne).
• Support hardware procurement, asset tracking, and equipment lifecycle from provisioning through secure retirement.
• Assist in administering Microsoft 365 applications, licensing, and configurations across the organization.

Security & Compliance Support

• Support AssetWatch’s SOC 2 Type 2 compliance program by maintaining endpoint security controls, contributing to evidence collection, and ensuring adherence to IT security policies.
• Assist with periodic user access reviews, onboarding/offboarding provisioning, and access de-provisioning in a timely and auditable manner.
• Enforce and maintain endpoint security standards including disk encryption, EDR tooling, and hardware authentication (YubiKey).
• Identify and escalate potential security vulnerabilities or policy gaps; contribute to policy documentation and improvement initiatives.

Process Improvement & Automation

• Identify opportunities to reduce manual, repetitive tasks through scripting and automation (PowerShell, Python, or Bash).
• Contribute to building and refining IT runbooks, standard operating procedures, and internal documentation.
• Proactively monitor system performance, alerts, and reporting dashboards to identify and address issues before they impact users.
• Support IT projects and system enhancements in collaboration with IT leadership and cross-functional teams.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 4+ years of IT support or systems experience, with demonstrated growth and a desire to take on increasing technical responsibilities.
• Strong hands-on experience with Windows and macOS, including advanced troubleshooting at the OS and application layer.
• Working experience with Microsoft 365, Entra ID (Azure AD), Intune, and Jamf Pro.
• Familiarity with IT security fundamentals and experience supporting a compliance-conscious environment.
• Proficiency or growing competency in scripting for automation (PowerShell, Python, or Bash).
• Experience with ITSM platforms (Jira Service Management, ServiceNow, or similar) including ticket management and knowledge base maintenance.
• Strong analytical thinking, attention to detail, and ability to communicate technical concepts clearly to non-technical users.
• Comfortable working independently in a remote-first environment with minimal supervision.

Preferred Qualifications

• Certifications such as CompTIA Security+, Microsoft Certified: Modern Desktop Administrator Associate, Microsoft 365 Certified: Endpoint Administrator, or ITIL v4 Foundation.
• Experience with RMM platforms (e.g., NinjaOne) and endpoint security tooling (EDR, DLP).
• Familiarity with SOC 2 or similar compliance frameworks and GRC tooling (e.g., Vanta).
• Experience supporting cloud-based infrastructure (AWS or Azure) in an administrative or access management capacity.
• Knowledge of networking fundamentals including DNS, DHCP, VPN, and firewall concepts.

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