IT Support Analyst (Evening shift 4pm-12am)

Company Overview

ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly login across websites without having to create a new login and verify their identity again. Over 140 million users experience streamlined login and identity verification with ID.me at 20 federal agencies, 44 state government agencies, and 66 healthcare organizations. More than 600 consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships. ID.me’s technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. ID.me is committed to “No Identity Left Behind” to enable all people to have a secure digital identity. To learn more, visit https://network.id.me/.

Role Overview

We are seeking an IT Support Analyst to join our dynamic IT department, supporting end-users and resolving technical issues across the organization. As a key player on the team, you will provide critical tier 1 and tier 2 support, manage user hardware setup, support AV installations and assist with essential IT administration. Your ability to effectively troubleshoot and deliver exceptional customer service will directly impact our operational success.

If you thrive on solving technical challenges and take pride in delivering top-notch customer service, this is an exciting opportunity to make a meaningful impact.

This position is fully onsite based out of our McLean VA headquarters. The shift schedule for this role is 4pm - 12am Monday through Friday.

Role Responsibilities 

• Provide front-line support for a range of technical issues.
• Troubleshoot and support Apple hardware, software, and peripherals.
• Deliver friendly, customer-focused IT support while maintaining SLAs.
• Set up new hire equipment, including laptops, monitors, and accessories.
• Assist in user account management across various internal and external systems.
• Assist with hardware and software setup, configuration, and maintenance.
• Contribute to the development of clear documentation and technical guides.
• Ensure compliance with IT operating procedures.
• Handle equipment logistics, boxing, shipping and inventory tracking.
• Install and configure new IT equipment as needed.
• Support the existing IT infrastructure and assist with improvements.
• Perform other duties as assigned to meet team and organizational needs.
• Participate in on-call rotations to provide support as needed, including after-hours and weekends.

Basic Qualifications 

• 2+ years of experience in desktop or IT support roles within an enterprise environment.
• 1+ years of demonstrated experience troubleshooting Apple hardware and software.
• 1+ years proven track record of using ticket-based support systems.
• Ability to regularly lift and handle IT equipment up to 25 pounds, and occasionally up to 50 pounds.

Preferred Qualifications

The qualifications below are preferred. We encourage candidates to apply if they satisfy some, but not all of these qualifications.

• Exceptional customer service skills with a patient, solution-oriented approach.
• Familiarity supporting multiple operating systems (macOS, Windows, mobile).
• Hands-on experience with remote desktop tools and cloud application troubleshooting.
• Familiarity with Mobile Device Management (MDM) solutions and resolving associated issues.
• Experience in writing clear, concise technical documentation.
• Strong organizational, time management, and communication skills.

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The annual base salary listed does not include a company bonus, incentive for sales roles, equity and benefits which will be determined based on experience, skills, education, relevant training, geographic location and role. 

ID.me offers comprehensive medical, dental, vision, health savings account, flexible spending accounts (medical, limited purpose, dependent care, commuter benefit accounts), basic and voluntary life and AD&D insurance, 401(k) with company match, parental leave, ability to participate in unlimited paid time off subject to the terms and conditions of the PTO policy, including 8 company wide holidays, short and long-term disability insurance, accident and critical illness insurance, referral bonus policy, employe