IT Support Analyst
Job Summary
Job Description
Highspot is seeking a proactive and detail-oriented IT Support Analyst to provide excellent customer service and technical support to end users. The role involves diagnosing and resolving issues, escalating when necessary, and documenting procedures. Responsibilities include managing the hardware and software lifecycle, provisioning, maintaining, and decommissioning devices. The analyst will collaborate with cross-functional teams globally and adapt communication styles to meet diverse needs. The ideal candidate should have a passion for helping people, a strong sense of accountability, and experience with MacOS and Windows systems, as well as tools like Jira, Jamf, Okta, Google Workspace, and Intune.
Must have:
- Provide exceptional customer experience
- Diagnose and resolve technical issues
- Manage hardware and software lifecycle
- Proficient with MacOS devices
- Experience with Jira, Jamf, Okta, Google Workspace, Intune
Good to have:
- Support Windows systems
- Document and update procedures
- Propose scalable solutions
- Experience with remote support
Perks:
- Comprehensive medical, dental, vision, disability, and life benefits
- Health Savings Account with employer contribution
- 401(k) Matching with immediate vesting
- Flexible PTO
- 8 paid holidays and 5 paid days for Annual Holiday Week
- Quarterly Recharge Fridays
- 18 weeks paid parental leave
- Access to Coaches and Therapists
- 2 volunteer days per year
- Commuting benefits
5 skills required
Job Details
About Highspot
Highspot is pioneering the category that is fundamentally changing the way companies increase sales productivity. On a mission to transform the way millions of people work with sales enablement, Highspot is committed to building breakthrough software with a spark of magic. We believe a great place to work is about more than the work – it’s about what the company stands for, and how it authentically represents its values in the real world. To this end, we have put intentional focus on creating equitable workspaces for each of our employees. Our goal is to create a culture where everyone feels a deep sense of belonging and is empowered to be an agent of change, with the ability to transform themselves, their workplace, and their world.
About the Role
We are seeking a proactive and detail-oriented IT Support Analyst who excels at putting the customer first, solving problems, and delivering innovative solutions. In this role, you’ll support end users with empathy and efficiency, navigate evolving technical challenges, and contribute meaningfully to the improvement of our systems and services. You’ll work both independently and collaboratively, demonstrating ownership, curiosity, and a passion for quality.
This position is based in Seattle, WA, with a mandatory hybrid schedule of 3 days per week in the office. The ideal candidate must also be adept at providing remote support to users across multiple locations and time zones.
What You'll Do
- Deliver an Exceptional Customer Experience – Above all, our end users are our top priority. You will provide responsive, thoughtful support by diagnosing and resolving issues, and escalating to the appropriate team members when necessary.
- Ensure Scalable and Evolving Operations – Document and update runbooks and procedures to support consistency and continuity. Identify recurring issues and propose scalable solutions, while continuously improving workflows and tools as our environment evolves.
- Own the Hardware and Software Lifecycle – Manage inventory and licensing across multiple platforms. This includes provisioning, maintaining, and decommissioning devices and applications as part of a seamless user experience.
- Foster Cross-Functional and Global Collaboration – Work closely with team members across departments and time zones to align on shared goals and deliver a consistent, high-quality user experience. Adapt communication styles and priorities to meet the diverse needs of a multi-regional team.
Your Background
- A genuine passion for helping people and solving problems with empathy and efficiency.
- Strong sense of accountability, delivering quality results with integrity and care.
- Collaborative mindset with a willingness to listen, learn, and share knowledge.
- Prior experience providing excellent customer service in a technical support environment.
- Proficiency managing MacOS devices in a business environment, with comfort supporting Windows systems.
- Familiarity and hands-on experience with tools including Jira, Jamf, Okta, Google Workspace, and Intune.
- Flexibility and resilience in navigating dynamic priorities and evolving technology.
Base salary range: $66,000 - $109,000. Employees are eligible to receive stock options and may also receive other forms of compensation.
The above represents total expected compensation for this role. Actual compensation will depend on various job-related factors, including, but not limited to, location, experience, and job qualifications.
Highspot also offers the following employee benefits for this position:
-Comprehensive medical, dental, vision, disability, and life benefits
-Health Savings Account (HSA) with employer contribution
-401(k) Matching with immediate vesting on employer match
-Flexible PTO
-8 paid holidays and 5 paid days for Annual Holiday Week
-Quarterly Recharge Fridays (paid days off for mental health recharge)
-18 weeks paid parental leave
-Access to Coaches and Therapists through Modern Health
-2 volunteer days per year
-Commuting benefits
#LI-KT1
Equal Opportunity Statement
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of age, ancestry, citizenship, color, ethnicity, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disability status, political affiliation, veteran status, race, religion, or sexual orientation.
Did you read the requirements as a checklist and not tick every box? Don't rule yourself out! If this role resonates with you, hit the ‘apply’ button.
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