IT Analyst, EMEA

Get to Know Us Horizon3.ai is a fast-growing, remote cybersecurity company dedicated to the mission of enabling organizations to proactively find and fix and verify exploitable attack vectors before criminals exploit them. Our flagship product, the NodeZeroTM platform, delivers production-safe autonomous pentests and other key assessment operations that scale across the largest internal, external, cloud, and hybrid cloud environments. NodeZero has been adopted by organizations of all sizes, from small educational institutions to government agencies and Global 100 enterprises. It is used by ITOps/SecOps teams, consulting pentesters, and MSSPs and MSPs.  We are a fusion of former U.S. Special Operations cyber operators, startup engineers, and formerly frustrated cybersecurity practitioners. We're committed to helping solve our common security problems: ineffective security tools, false positives resulting in alert fatigue, blind spots, "checkbox” security culture, cybersecurity skills shortage, and the long lead time and expense of hiring outside consultants. Collectively, we are a team of learn it alls, committed to a culture of respect, collaboration, ownership, and results.   WHAT YOU’LL DO We are looking for an IT Analyst EMEA to own day-to-day IT support across EMEA and help create a seamless employee experience across devices, access, office connectivity, and collaboration tools. This role will be the go-to IT contact for regional support needs, ensuring employees can work effectively whether they are onboarding, troubleshooting technical issues, or setting up in-office infrastructure. CORE RESPONSIBILITIES - Manage and resolve IT support tickets for EMEA employees, ensuring timely, high-quality service and clear communication throughout the lifecycle of each request. - Set up, configure, ship, maintain, and recover laptops and end-user equipment for new hires and existing employees across the region. - Support onboarding and offboarding processes, including account setup, device preparation, access provisioning, and deprovisioning. - Administer identity and access support tasks, including Okta-related workflows, password resets, and application access requests. - Provide hands-on support for office and network needs, including internet connectivity, basic network troubleshooting, network hardware support, and coordination with vendors when required. - Maintain and support meeting room and collaboration technology, including Zoom Rooms and related AV equipment. - Troubleshoot Mac and PC hardware/software issues and provide practical guidance to employees with varying levels of technical confidence. - Document repeatable processes, maintain IT playbooks, and improve workflows to scale IT operations effectively across globallyEMEA. - Partner with Security, People, and cross-functional teams to ensure IT processes are secure, efficient, and employee-friendly. - Track recurring issues, identify root causes, and recommend improvements to tools, processes, and user experience. WHAT YOU’LL BRING - 3+ years of experience in IT support, helpdesk, workplace technology, or a similar end-user support role - Strong experience managing support tickets and prioritizing multiple requests in a fast-paced environment - Hands-on experience with laptop provisioning, device lifecycle management, and troubleshooting for both Mac and Windows environments - Strong experience with MDM/UEM Platforms for Mac and Windows device management - Experience supporting identity and access tools such as Okta, including user provisioning and access troubleshooting - Working knowledge of office networking, Wi-Fi/internet troubleshooting, and endpoint connectivity support - Experience supporting conferencing tools and meeting room technology such as Zoom Rooms - Excellent communication skills and a strong customer-service mindset - Strong attention to detail, ownership, and follow-through - Ability to work independently while collaborating effectively with global teams PREFERRED QUALIFICATIONS - Experience supporting a distributed or international workforce across EMEA - Experience with IT onboarding/offboarding processes in a high-growth company - Familiarity with SaaS administration, endpoint management, and IT asset tracking - Security-first mindset with an understanding of access control and workplace security best practices   Perks of Horizon3.ai - Inclusive Team: We value diversity and promote an inclusive culture where everyone can thrive. - Growth Opportunities: Be part of a dynamic and growing team with numerous career development opportunities. - Innovative Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking. - Hybrid & Remote Work: We embrace a mix of remote and hybrid work models depending on role and location, including our Chicago office, where some roles require regular in-office presence. - Competit