IT Support Analyst

It Support Specialist

The IT Support Specialist is an individual contributor role focused on delivering reliable, high-quality IT support for employees across Seattle and remote teams in North America. This role is responsible for day-to-day IT operations including end-user support, device management, identity and access administration, and SaaS tooling.

In addition to core IT responsibilities, this role supports the company's security and compliance efforts by assisting with SOC 2 and ISO 27001 audits. You will partner with Security and Coretech teams to collect and validate audit evidence, support control testing, and help ensure our internal systems meet security best practices. This role is ideal for someone who wants to excel in a foundational IT support position, spending most of their time supporting employees through core IT operations while gaining thoughtful, practical exposure to security and compliance initiatives.

Core IT Support & Operations:

• Provide first- and second-line IT support for Seattle-based and remote employees
• Manage device setup, configuration, maintenance, and troubleshooting for macOS and Windows devices
• Administer identity and access management through Okta (user lifecycle, MFA, access requests)
• Support Google Workspace, Slack, Zoom, Atlassian, Git Hub, and AI tools
• Assist with onboarding, offboarding, and role changes
• Support SaaS license management and inventory tracking
• Document processes and continuously improve IT workflows
• Collaborate with global IT and cross-functional teams

Security & Compliance Support:

• Assist with annual SOC 2 and ISO 27001 audit cycles
• Collect, organize, and validate audit evidence from systems such as Okta, Jamf, Google Workspace, AWS, and other cloud platforms
• Support periodic control testing and playbook validation
• Monitor and escalate security-related alerts and issues in partnership with Security
• Help ensure security controls and IT best practices are consistently applied

How You'll Spend Your Time:

• 5060%:
  Day-to-day IT support and operations (end-user support, device management, access requests, SaaS administration)
• 3040%:
  Security, compliance, and audit support (SOC 2, ISO 27001 evidence collection, control validation, security tooling support)
• The exact balance may shift by quarter depending on audit cycles and company priorities

Qualities that will make you successful:

• Strong IT support fundamentals and comfort handling day-to-day operational work
• Interest in security and compliance, with an understanding of how to apply basic cybersecurity hygiene in daily IT operations, including principles like least privilege and secure access management.
• Comfortable working with automation, scripting, or security tools to streamline evidence gathering and validation.
• Organized and methodical, especially when handling documentation and evidence
• Analytical and resourceful when navigating technical systems to solve problems
• Comfortable working with both technical and non-technical stakeholders
• Clear communicator who sets expectations and follows through
• Curious, collaborative, and motivated by improving internal systems

The person in this role must embody Hiya's key values of Serving our customers, Doing rather than observing, Improving ourselves and our business, Owning and holding ourselves accountable for success, and Leading by showing up with a point of view, engaging in open discussion, listening respectfully to others opinions and committing to decisions.

The requirements listed in the job descriptions are guidelines. You don't have to satisfy every requirement or meet every qualification listed. If your skills are transferable we would still love to hear from you.

More Details:

• Start Date:
  
  Immediately
• Status:
  Full-time
• Type:
  Hybrid
• Location:
  
  Seattle, WA
• Travel Requirements:
• Department:
  Engineering
• Reports to:
  
  IT Support Manager
• Direct Reports:
  No

Benefits:

• Equity compensation
• 401K program with 3% match through Fidelity Investments
• Self managed vacation plan
• Paid Holidays
• Medical, dental, and vision for the employee and 50% coverage for dependents
• Flexible spending, health savings accounts and Pretax dependent day care savings plan
• Paid parental leave
• Voluntary Life and AD&D, and Accident insurance options
• Employer-paid life insurance
• Employer-paid long-term disability coverage (in qualifying states)
• Donation Matching for a charity of your choice (up to $1,000/ year)
• $1,000/year reimbursement in Professional Development funds