IT Support Analyst

About Turn/River

Turn/River Capital is a private equity firm that applies a proprietary growth engineering strategy to investing, partnering with software businesses to accelerate growth and build enduring value. The firm’s team of equal parts investors and operators provides hands-on operational support and the flexible capital to systematically scale marketing, sales and customer success at its portfolio companies. Founded in 2012 and based in San Francisco, Turn/River has $5.6bn in committed capital and invests globally with a focus on North America and Europe.

About the Role

This is an excellent opportunity to join our growing IT team as our third dedicated hire. Reporting directly to the Head of IT and closely collaborating with a Tier 2 Support Engineer, this role is the first point of contact for all IT-related requests, serving as the frontline support for our team. The IT Support Analyst will be instrumental in supporting our hybrid office and team expansion, gaining deep exposure to a wide range of enterprise technologies and systems.

Key Responsibilities

• Provide comprehensive support for Windows, MacOS, and mobile platforms, including troubleshooting hardware, software, connectivity, and application issues

• Collaborate with the Head of IT and Tier 2 engineer to execute upgrades, patches, and other maintenance tasks during scheduled maintenance windows

• Provide technical support for the organization’s phone system (VoIP) and audio/video conferencing equipment in meeting rooms

• Participate in an on-call rotation to provide timely support for critical weekend and after-hours incidents, including initial response and appropriate ticket escalation.

• Assist in monitoring the local area network (LAN), wireless network, and core internet connectivity, including basic troubleshooting of network equipment like routers, switches, and firewalls

• Manage the organization's storage solutions (Dropbox and Google Drive), including user accounts, access controls, and data security

• Help develop and maintain internal ticketing system and ongoing process documentation.

• Monitor and manage communication platforms such as Slack to ensure secure collaboration among employees

• Maintain an accurate and up-to-date inventory of all company hardware (laptops, monitors, peripherals, etc.), tracking asset lifecycle from procurement to disposal

• Develop and maintain clear, concise, and up-to-date internal IT knowledge base articles, procedures, and end-user documentation to improve self-service and reduce recurring support requests.

• Accurately triage, prioritize, and escalate unresolved incidents to the Tier 2 engineer or Head of IT when necessary, ensuring all tickets are logged with appropriate detail and follow-up.

Qualifications

• B.A/B.S in a related field, or equivalent work experience

• 2+ years of experience in an IT support role

• Track record of end user support and troubleshooting in applications such as Microsoft 365, Google Workspace, Dropbox, Slack in both Windows and Mac environments

• Experience managing hardware lifecycle: deployment, setup, and maintenance (e.g., onboarding, offboarding, and factory resets).

• Experience providing Tier 1 user support, incident management, and working with a modern helpdesk/ticketing system (e.g., Freshservice, Zendesk, Jira Service Management).

• Strong customer service skills -- you genuinely enjoy helping others

• High levels of self-motivation and ownership

• Knowledge of security principles beyond endpoint detection (EDR/XDR), including experience with MFA, SSO, and compliance frameworks is a plus (not required)

Location

• San Francisco, hybrid work model

Compensation

• The annual base salary for this role is $112,500, taking into account numerous variable factors that are considered in making compensation decisions including but not limited to skill sets, experience, training, licensure, certifications, and organizational requirements.

Benefits and Perks

The below benefits are offered to full-time employees based out of our San Francisco office:

• An opportunity to make an impact across multiple high-growth tech firms

• Competitive salary and discretionary bonus

• Medical, dental, and vision insurance covered 100% for employee & dependents

• Flexible vacation policy

• 401K matching

• Paid parental leave

• Commuter benefits

• Health and Wellness benefits

• Household Services benefits

• Home Office benefits

• Annual Home Office Equipment Reimbursement

• Donation matching

• Work from home Monday & Friday

• Energetic work environment with snacks and weekly team lunches 3x per week, centrally located near multiple public transit lines

• A company that enjoys having fun: holiday parties, annual company offsite and retreat, annual summer "work from anywhere" month

Turn/River provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, citizenship, physical or mental disability, medical condition (including cancer and genetic characteristics), genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, natural hair styles, age (40 years and over), sexual orientation, veteran and/or military status, protected medical leaves (requesting or approved for leave under any applicable state, or federal leave act), domestic violence victim status, political affiliation, and any other characteristic or status protected by state or federal law.