Client IT Analyst - GT
Description
About the Role
We are seeking a Client IT Analyst to support enterprise customers and internal stakeholders with client-facing technical, access, and operational support issues. This is a client-facing IT support role focused on troubleshooting, ticket management, escalation coordination, identity and access issues, endpoint/device-related questions, and support during customer-impacting events.
This role sits at the intersection of IT operations, customer support, enterprise tooling, and security-adjacent workflows. The ideal candidate is highly organized, technically capable, customer-oriented, and comfortable operating in fast-paced environments where responsiveness and clear communication are critical.
You will help support enterprise customers, improve operational support processes, manage escalations, troubleshoot access and endpoint-related issues, and partner closely with Security, Infrastructure, Customer Success, Support, and Product teams.
Responsibilities
Enterprise Technical Support
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Serve as a technical support contact for enterprise customers and strategic accounts.
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Troubleshoot customer-facing issues related to authentication, account access, enterprise integrations, endpoint posture, and operational workflows.
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Assist customers with onboarding, access configuration, SSO setup, MFA enrollment, and troubleshooting.
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Coordinate resolution efforts across Infrastructure, Security, Engineering, Product, Customer Success, and Support teams.
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Support operational workflows related to enterprise SaaS environments and customer support systems.
Ticket & Escalation Management
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Manage customer-facing support tickets and technical escalations through resolution.
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Track issues, owners, timelines, and follow-up actions.
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Prioritize high-severity customer-impacting issues and coordinate appropriate response efforts.
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Maintain clear written updates for customers and internal stakeholders.
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Help improve escalation handling, ticket management, and operational support procedures.
Identity, Endpoint & Security-Adjacent Support
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Support troubleshooting related to identity and access management systems.
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Assist with endpoint-related operational issues involving managed devices, device trust, security posture, and enterprise access controls.
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Help support secure authentication and access workflows across enterprise environments.
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Coordinate with internal Security teams during customer-impacting security investigations or security-related support issues.
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Assist with operational tasks related to monitoring, remediation, and support workflows.
Incident Coordination & Customer Communications
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Assist with operational coordination during incidents or service disruptions.
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Help prepare customer-facing communications, updates, and follow-up reporting.
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Ensure customers receive timely and professional updates during operational issues.
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Partner with Customer Success, Support, and Security teams to maintain customer trust during escalations.
Process Improvement & Documentation
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Improve operational maturity for customer support and escalation workflows.
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Build and maintain runbooks, troubleshooting guides, and knowledge base documentation.
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Identify recurring operational pain points and partner with technical teams on long-term improvements.
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Help improve automation and operational efficiency across support workflows.
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Contribute to operational metrics and reporting.
Qualifications
Required
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3+ years of experience in technical support, enterprise IT, helpdesk engineering, systems administration, customer support engineering, or related roles.
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Experience troubleshooting identity, authentication, endpoint, SaaS, or access-related issues.
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Familiarity with SSO, MFA, identity providers, device management, and enterprise support environments.
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Strong troubleshooting and problem-solving skills.
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Strong communication and customer service skills.
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Ability to coordinate across technical and non-technical teams.
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Experience managing tickets, escalations, and operational workflows.
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Comfortable operating in fast-paced environments with shifting priorities.
Preferred
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Experience supporting enterprise or B2B SaaS customers.
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Familiarity with endpoint management and enterprise security tooling.
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Experience supporting macOS and Windows environments.
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Familiarity with security operations or incident response workflows.
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Experience with ticketing, workflow, and operational support platforms.
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Exposure to enterprise compliance or security programs.
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Scripting or automation experience is a plus.
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Certifications such as Security+, endpoint management, identity provider, Microsoft, or equivalent are a plus.