Client IT Analyst - GT

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

• Serve as a technical support contact for enterprise customers and strategic accounts.
• Troubleshoot customer-facing issues related to authentication, account access, enterprise integrations, endpoint posture, and operational workflows.
• Assist customers with onboarding, access configuration, SSO setup, MFA enrollment, and troubleshooting.
• Coordinate resolution efforts across Infrastructure, Security, Engineering, Product, Customer Success, and Support teams.
• Support operational workflows related to enterprise SaaS environments and customer support systems.

Ticket & Escalation Management

• Manage customer-facing support tickets and technical escalations through resolution.
• Track issues, owners, timelines, and follow-up actions.
• Prioritize high-severity customer-impacting issues and coordinate appropriate response efforts.
• Maintain clear written updates for customers and internal stakeholders.
• Help improve escalation handling, ticket management, and operational support procedures.

Identity, Endpoint & Security-Adjacent Support

• Support troubleshooting related to identity and access management systems.
• Assist with endpoint-related operational issues involving managed devices, device trust, security posture, and enterprise access controls.
• Help support secure authentication and access workflows across enterprise environments.
• Coordinate with internal Security teams during customer-impacting security investigations or security-related support issues.
• Assist with operational tasks related to monitoring, remediation, and support workflows.

Incident Coordination & Customer Communications

• Assist with operational coordination during incidents or service disruptions.
• Help prepare customer-facing communications, updates, and follow-up reporting.
• Ensure customers receive timely and professional updates during operational issues.
• Partner with Customer Success, Support, and Security teams to maintain customer trust during escalations.

Process Improvement & Documentation

• Improve operational maturity for customer support and escalation workflows.
• Build and maintain runbooks, troubleshooting guides, and knowledge base documentation.
• Identify recurring operational pain points and partner with technical teams on long-term improvements.
• Help improve automation and operational efficiency across support workflows.
• Contribute to operational metrics and reporting.

Qualifications

Required

• 3+ years of experience in technical support, enterprise IT, helpdesk engineering, systems administration, customer support engineering, or related roles.
• Experience troubleshooting identity, authentication, endpoint, SaaS, or access-related issues.
• Familiarity with SSO, MFA, identity providers, device management, and enterprise support environments.
• Strong troubleshooting and problem-solving skills.
• Strong communication and customer service skills.
• Ability to coordinate across technical and non-technical teams.
• Experience managing tickets, escalations, and operational workflows.
• Comfortable operating in fast-paced environments with shifting priorities.

Preferred

• Experience supporting enterprise or B2B SaaS customers.
• Familiarity with endpoint management and enterprise security tooling.
• Experience supporting macOS and Windows environments.
• Familiarity with security operations or incident response workflows.
• Experience with ticketing, workflow, and operational support platforms.
• Exposure to enterprise compliance or security programs.
• Scripting or automation experience is a plus.
• Certifications such as Security+, endpoint management, identity provider, Microsoft, or equivalent are a plus.