You get a quiet satisfaction from closing a ticket cleanly. Not just resolving the issue, but leaving the person on the other end feeling like they were heard, helped, and didn't have to explain themselves twice. You've worked a queue before. You know what it means to triage well, communicate clearly under pressure, and stay patient when the person you're talking to isn't.
At Fixify, we're building an AI-native IT automation platform that combines technology with a human touch. The "human touch" part isn't a tagline. It's the job. Our Help Desk Analysts are the people who make that real for our customers every day. You'll work directly with end users, collaborate with customer IT teams, and partner with Engineering to improve the workflows that reduce toil for everyone. The work you do shows up immediately, in real customer experiences, across companies that depend on us to keep things running.
This is a hands-on role. You'll be in the queue, on the tools, and in the conversation, covering shifts across a 24/7/365 support operation. If you want to do real support work at a company where support actually matters, this is it.
What we can do for you
- Put you at the center of a product where IT support is the whole point, not a cost center.
- Give you direct exposure to automation and AI workflows that are actively changing how IT support gets done.
- Surround you with analysts, engineers, and customer IT teams who take quality seriously and share what they know.
- Give you space to build expertise across a broad technical stack in a fast-moving environment.
What you can do for us
- Deliver prompt, high-quality technical support to end users — diagnosing and resolving issues across productivity tools, operating systems, and identity and access management.
- Communicate clearly and professionally with customers through every interaction, including the complicated ones.
- Collaborate with Engineering to develop and improve IT automation workflows that reduce manual work over time.
- Participate in shift rotations as part of a 24/7/365 support operation.
What you should bring with you
- 2+ years of experience in an IT support role.
- Working knowledge of productivity tools, including Google Workspace, Microsoft 365, and Slack — and the ability to troubleshoot and explain them to others.
- Working knowledge of Windows and macOS for diagnosing and resolving common issues.
- Working knowledge of help desk and ticketing systems, including tools like Jira, ServiceNow, and Freshdesk.
- Working knowledge of identity and access management practices and tools.
- Working knowledge of TCP/IP and common network protocols, with the ability to address typical network issues.
- Familiarity with Mobile Device Management platforms — experience with JAMF is a plus.
- Clear written and verbal communication skills; you can explain technical issues to non-technical people without making them feel small.
- Strong instincts for prioritisation and decision-making when multiple things need attention at once.
- A collaborative working style — you're effective across teams, time zones, and org boundaries.
Perks & benefits
- Flexible work environment: 100% remote with flexible core working hours
- Time to recharge: Unlimited PTO plus 12 paid federal holidays
- Connectivity stipend: $150 monthly to support cell phone, internet, or equipment expenses
- Retirement: Participation in our 401(k) program
- Equity: Option grants to purchase shares through Fixify's equity program
- Health insurance: Medical, dental, and vision coverage with 100% of your deductible covered by Fixify
- Parental leave: Paid parental leave for birth, adoption, or surrogacy