IT Support Analyst (Remote - NY Tri-state Area)

At TixTrack, we support our clients by creating superior ticketing solutions for performing arts and cultural institutions through a combination of modern technology, beautifully simple design, and the art of listening.

Headquartered in the heart of the Broadway Theatre District, NYC, we are a small, but growing team of hardworking, highly motivated individuals. With a presence across both the US and UK, we are passionate about our work and driven to innovate with our customers to solve current and future challenges with new solutions.

Even with a highly dispersed, largely remote workforce, we stay connected through our Slack channels, virtual events and regional meetups. Come see how we “role”.

About The Role

The IT Support Analyst is responsible for providing Tier 1 and Tier 2 technical support to employees across the organization. This role serves as the first point of contact for IT-related requests and issues, ensuring timely resolution and a high-quality employee experience.

This position supports day-to-day IT operations including troubleshooting hardware and software issues, managing user access, and maintaining accurate documentation and inventory. In a growing SaaS environment, this role is both hands-on and service-oriented, requiring strong problem-solving skills, attention to detail, and a proactive mindset.

This position reports to the Director, Cybersecurity.

This position is full-time and primarily remote, with occasional in-office presence as needed. Candidates must be located in the NY Tri-state area within one of the following states: Connecticut, New Jersey, New York. Candidates may be required to travel and/or meet up in-person from time to time.

About You

• You have hands-on experience resolving Tier 1 and Tier 2 helpdesk tickets and are comfortable working in a ticketing system (Jira, Zendesk, Freshservice, or similar) to track and close requests efficiently.

• You've provisioned and deprovisioned user access across SaaS applications and are familiar with the access management steps involved in employee onboarding and offboarding.

• You can troubleshoot hardware and software issues across MacOS and/or Windows environments and know when to resolve independently versus escalate.

• You maintain clean documentation; you have written or updated knowledge base articles, process guides, or IT procedures and understand why that work matters.

What You'll Do

• Respond to and resolve Tier 1 and Tier 2 helpdesk requests in a timely manner.

• Troubleshoot and resolve laptop, hardware, and application-related issues.

• Reset passwords and assist with account access issues across systems.

• Provision and deprovision user access to applications and internal tools.

• Install, configure, and maintain software applications on employee devices.

• Support onboarding and offboarding processes, including device setup and access management.

• Maintain and update IT documentation, including internal procedures and knowledge base articles.

• Track and manage laptop and hardware inventory.

• Escalate more complex technical issues to the IT Manager, Cyber, or engineering resources as needed.

• Communicate clearly with employees to provide updates and ensure a positive support experience.

• Identify opportunities to improve processes, documentation, and efficiency within IT support.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities, that are required of the employee for the job. Duties, responsibilities, and activities may change at any time with or without notice.

What You'll Bring

Minimum Requirements

• 1-3 years of experience in an IT support, helpdesk, or similar role.

• Basic knowledge of computer hardware, operating systems (MacOS and/or Windows), and common business applications.

• Experience with ticketing systems (e.g., Jira, Zendesk, Freshservice, or similar).

• Experience with Google or Microsoft Suite.

• Familiarity with user account management and access provisioning.

Essential Skills

• Customer-focused mindset with a strong sense of ownership and accountability.

• Ability to prioritize and manage multiple requests in a fast-paced environment.

• Strong attention to detail and organizational skills.

• Clear written and verbal communication.

• Ability to follow and improve documented processes.

• Collaborative approach with a willingness to support team and company needs.

Tools You’ll Use

• Slack

• Microsoft Office

• Google Suite

What We Value

Find Harmony - We confidently manage our work priorities and feel comfortable taking time to enjoy life outside of work.

Have a Clear View - We are transparent and honest, understand our roles, and know how we contribute.

Be a Fan - We are passionate about our work and driven to innovate with our customers to solve current and future challenges with new solutions.

Welcome All - We are a diverse group of employees that come together as a team, without ego, and do great work.

Perform at Your Best – We are committed to our customers success, always willing to listen and improve, to ensure our products exceed expectations.

How We Work

R adical Curiosity - We Stay Hungry - We approach each day with curiosity and accountability; learning, engaging fully, questioning assumptions, connecting our work to the bigger picture, and always keeping the customer at the center.

E mbrace Change - We Own Outcomes Together - We succeed by holding ourselves accountable, collaborating deeply across teams, embracing change, and continuously improving together.

S eek Solutions - We Continuously Innovate Together - We focus on solutions and client value by acting decisively, prioritizing what matters most, and turning ideas into results through rapid, iterative action.

E mpathy - We Grow Together - We listen deeply to our customers and to each other, using data, empathy, and mutual respect to grow stronger together.

T ransform - We Raise The Bar - We set high standards, honor our commitments, and move forward every day with a success mindset, driving continuous improvement and quality for our customers.

Our Commitment to Diversity

TixTrack is committed to a workplace where everyone is free from bias, prejudice, discrimination, and harassment. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

We strive to ensure a welcoming work environment where everyone belongs and is valued, encouraged, & respected. We embrace and celebrate the unique experiences, perspectives, and cultural backgrounds that each employee brings to our workplace.

We are focused on building a culture that acknowledges and values diversity, equity, and inclusion.

What We Offer

• Base annual salary range of $65,000 to $80,000, commensurate with experience

• Eligibility for annual bonus based on performance and company success

• 100% of premium paid for medical, dental and vision benefits for employee and dependents, with an HSA-eligible option (with a $1,000 employer contribution for 2026)

• Company-paid life insurance

• Traditional and Roth 401k plans

• Paid parental leave

• Learning & development opportunities with company reimbursement for eligible educational expenses

• Working abroad opportunities

• Volunteer days off

• Flexible scheduling

• Up to $300 reimbursement for initial equipment to set up hybrid work environment

• Generous PTO and holiday schedule

• Remote work environment

Our team is here to support you throughout the hiring process with reasonable accommodations. We strive to provide an unbiased and equitable interview experience for all applicants. If you need assistance applying for a role due to a disability or special need, please let us know by emailing [email protected] .