Arcana Analytics
We are looking for an IT Support Engineer to provide day-to-day on-site and remote support to employees, ensuring smooth operations across hardware, software, and core IT services. This role requires a security-first mindset, strong troubleshooting skills, and the ability to work collaboratively with teams to support business operations at scale. Key Responsibilities Provide on-site and remote IT support via walk-ups, tickets, and chat. Deliver hardware and software troubleshooting and break-fixes for macOS and Windows systems. Support and maintain IT services such as MDM (Kandji), SentinelOne EDR, Google Workspace, Slack, Okta, PAM solutions, and vulnerability management tools. Install, configure, and maintain software, hardware, and network devices. Manage IT assets, including procurement, deployment, lifecycle tracking, and audits. Monitor and respond to security alerts, ensuring compliance with security best practices. Provide IT support for meeting room technology, conferencing tools, and A/V systems. Troubleshoot and escalate network connectivity issues (Wi-Fi, VPN, switches, access points). Conduct new hire onboarding and offboarding, including provisioning/deprovisioning of accounts and devices. Develop and maintain IT documentation, knowledge base articles, and SOPs. Partner with Operations and other stakeholders on IT and infrastructure projects. Contribute to process improvements and optimization of IT support tools and workflows.
Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent practical experience. 4-6 years of IT support or system administration experience. Strong knowledge of macOS and Windows environments. Hands-on experience with tools such as Google Workspace, Okta, Slack, MDM (Kandji), EDR (SentinelOne). Familiarity with asset management, IT procurement, and lifecycle management. Strong troubleshooting, communication, and documentation skills. Security-first mindset with experience handling security alerts and vulnerabilities.
Industry certifications such as CompTIA A+, Network+, Security+, or equivalent. Experience with PAM solutions, system vulnerability management tools, or advanced networking. Prior experience in a fast-paced startup environment. Ability to conduct IT training sessions and employee security awareness programs.