IT Support Analyst

Binance.US is America’s home to buy, trade, and earn digital assets. As a licensed and regulated U.S. crypto platform, we provide secure, reliable access to more than 190 of the world’s most popular cryptocurrencies, all with some of the lowest fees in the industry. We’re a remote-first team of innovators building the bridge between traditional finance and Web3, helping bring financial freedom within reach for all. To learn more, visit www.binance.us. All roles supporting Binance.US are employed via BAM Management US Holdings Inc. or BAM Management Canada Holdings Inc.

The IT Support Analyst is part of the IT team and reports to our IT Support Manager. As IT Support Analyst, you will provide timely, high-quality technical support to employees across Binance.US, with a focus on macOS environments, identity and access support, SaaS administration, mobile device management, asset management, and shift-based coverage for business-critical operations.

This role is intended for 2nd or 3rd shift coverage and is being added as the team grows to support expanding business needs. The ideal candidate is a strong communicator, a proactive troubleshooter, and comfortable using AI-enabled tools to improve support workflows, automate repetitive tasks, and strengthen documentation.

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  Provide responsive 3rd shift IT support for employees, troubleshooting hardware, software, network, access, and application issues in a remote and/or distributed work environment.

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  Support and troubleshoot macOS devices and related Apple ecosystem tools, including device setup, configuration, updates, account access, and user productivity issues.

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  Administer and support core business systems including Google Workspace and Okta, including account access, authentication issues, MFA troubleshooting, and user lifecycle support.

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  Support MDM and asset management processes, including device enrollment, inventory tracking, equipment assignment, returns, and lifecycle documentation.

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  Use ticketing systems and internal documentation tools to triage, track, resolve, and document support requests with accuracy, urgency, and a customer-service mindset.

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  Create and maintain knowledge base articles, SOPs, troubleshooting guides, and runbooks to improve support consistency and reduce recurring issues.

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  Leverage AI tools responsibly to assist with troubleshooting, workflow automation, documentation, reporting, and process improvement while following company security and data handling expectations.

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  Partner with IT and Security stakeholders to support endpoint hygiene, access control practices, incident escalation, and secure handling of employee technology issues.

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  Identify recurring support trends and recommend improvements to systems, processes, automations, or documentation that improve employee experience and operational efficiency.

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  Support additional IT projects as needed, including onboarding/offboarding support, SaaS tool administration, device lifecycle activities, and team growth initiatives.

• 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.

The starting pay range for this role is between USD$100,000 - USD$110,000 per year for all U.S. remote locations. The actual base pay will vary, and is dependent upon many factors, such as transferable skill sets, work experience, business needs, and market demands. The base pay range is subject to change.