Athena is a community mental health clinic serving clients from all walks of life throughout New York State.
Client IT Analyst
Location
Guatemala
Posted
18 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Client IT Analyst
Athena
Role Description 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, and endpoint/device-related questions. 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 - 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. Requirements - 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.
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