IT Support Analyst – 3rd Shift (macOS & SaaS)

About the role

We are looking for an IT Support Analyst to join Binance.US’s remote‑first IT team. The role provides 3rd‑shift technical support, focusing on macOS devices, SaaS administration, identity management and mobile device management for employees across the organization.

Key responsibilities

• Deliver 3rd‑shift IT support, troubleshooting hardware, software, network, access and application issues for remote employees.
• Configure, update and troubleshoot macOS devices and related Apple ecosystem tools.
• Administer Google Workspace and Okta, handling account access, MFA, authentication and user lifecycle tasks.
• Manage MDM and asset‑management processes, including device enrollment, inventory tracking and equipment lifecycle documentation.
• Use ticketing and documentation tools to triage, resolve and record support requests with a customer‑service mindset.
• Create and maintain knowledge‑base articles, SOPs, troubleshooting guides and runbooks.
• Leverage AI‑enabled tools to automate workflows, improve documentation and support reporting while adhering to security policies.
• Collaborate with IT and Security teams on endpoint hygiene, access control, incident escalation and secure handling of technology issues.
• Identify recurring support trends and recommend improvements to systems, processes or documentation.

Required profile

• Strong communicator with proactive troubleshooting attitude.
• Comfortable working independently during night‑shift hours in a distributed environment.
• Willingness to adopt AI‑enabled tools to enhance support efficiency.

Required skills

• macOS and Apple ecosystem administration
• Google Workspace administration
• Okta identity and access management
• Mobile Device Management (MDM) and asset management
• Ticketing system usage
• AI‑enabled tools for automation and documentation