IT Support Analyst

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Binance.US

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2019

₿ Crypto

💳 Fintech

🛍️ eCommerce

💰 $200M Seed Round on 2022-04

Crypto • Fintech • eCommerce

Binance. US is a licensed and regulated cryptocurrency exchange in the United States, allowing users to securely buy, sell, and trade over 160 cryptocurrencies, including Bitcoin and Ethereum. With features such as deep liquidity, low trading fees, and a robust staking platform, Binance. US provides users with the tools to manage their crypto assets efficiently and confidently. The platform supports a variety of payment methods, making it easy for users to deposit and withdraw USD, while prioritizing the security of customer funds.

📋 Description

• Provide responsive 3rd shift IT support for employees, troubleshooting hardware, software, network, access, and application issues in a remote and/or distributed work environment. • Support and troubleshoot macOS devices and related Apple ecosystem tools, including device setup, configuration, updates, account access, and user productivity issues. • Administer and support core business systems including Google Workspace and Okta, including account access, authentication issues, MFA troubleshooting, and user lifecycle support. • Support MDM and asset management processes, including device enrollment, inventory tracking, equipment assignment, returns, and lifecycle documentation. • Use ticketing systems and internal documentation tools to triage, track, resolve, and document support requests with accuracy, urgency, and a customer-service mindset. • Create and maintain knowledge base articles, SOPs, troubleshooting guides, and runbooks to improve support consistency and reduce recurring issues. • Leverage AI tools responsibly to assist with troubleshooting, workflow automation, documentation, reporting, and process improvement while following company security and data handling expectations. • Partner with IT and Security stakeholders to support endpoint hygiene, access control practices, incident escalation, and secure handling of employee technology issues. • Identify recurring support trends and recommend improvements to systems, processes, automations, or documentation that improve employee experience and operational efficiency. • Support additional IT projects as needed, including onboarding/offboarding support, SaaS tool administration, device lifecycle activities, and team growth initiatives.

🎯 Requirements

• 2+ years of experience in IT support, help desk, desktop support, technical support, or a similar employee-facing technology role. • Extensive hands-on experience supporting macOS environments; familiarity with iOS and Apple device troubleshooting preferred. • Experience supporting Google Workspace and Okta, including account access, MFA, group management, and user troubleshooting. • Experience with MDM tools and asset management platforms; familiarity with device enrollment, inventory management, equipment tracking, and lifecycle support. • Experience with Atlassian tools, including Confluence and Jira, is a plus. • Familiarity with endpoint management, device lifecycle processes, patching, access control, and security-first support practices. • Demonstrated ability to troubleshoot technical issues independently, identify root causes, and escalate appropriately when needed. • Experience using AI tools to improve troubleshooting, automate repetitive work, generate documentation, or streamline support workflows. • Strong written and verbal communication skills with the ability to support employees across different levels of technical proficiency. • Ability to work a 2nd or 3rd shift schedule and provide reliable support during non-standard business hours. • Bilingual proficiency in English and Chinese is a plus. • Experience in fintech, crypto, financial services, technology, or other security-sensitive environments is a plus. • Bachelor’s degree, technical certification, or equivalent practical experience preferred.

🏖️ Benefits

• Unlimited PTO (for salaried FTE roles) • 12 weeks fully paid Parental Bonding Leave • Mental wellness benefits • Free 1:1 virtual visits with a licensed mental wellness professional • Comprehensive competitive health benefits • Fully remote, cameras-on culture with work-from-home equipment reimbursements available to new hires • Annual professional development budget • Free 1:1 virtual visits with a career coach • 401k plan with employer match