{"id":1754847,"url":"https://alion.io/job/athena-client-it-analyst-gt","title":"Client IT Analyst - GT","company":{"id":2178532,"name":"Athena","domain":"athena.com","url":"https://alion.io/company/athena-com","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":8,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-05T05:45:15Z"}},"role":"Analytics","role_family":"Analytics","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Guatemala City, Guatemala"],"countries":["GT"],"hiring_countries":["GT"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":54000,"max_usd":130000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1204},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-05-19T00:00:00Z","employer_posted_date":"2026-05-19","last_verified_at":"2026-10-06T00:25:08Z","board_verified":true,"closed_at":null,"days_open":140,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":139},"description":"About the Role\nWe are seeking a Client IT Analyst to support enterprise customers and internal stakeholders with client-facing technical, access, and operational support issues. This is a client-facing IT support role focused on troubleshooting, ticket management, escalation coordination, identity and access issues, endpoint/device-related questions, and support during customer-impacting events.\nThis role sits at the intersection of IT operations, customer support, enterprise tooling, and security-adjacent workflows. The ideal candidate is highly organized, technically capable, customer-oriented, and comfortable operating in fast-paced environments where responsiveness and clear communication are critical.\nYou will help support enterprise customers, improve operational support processes, manage escalations, troubleshoot access and endpoint-related issues, and partner closely with Security, Infrastructure, Customer Success, Support, and Product teams.\nResponsibilities\nEnterprise Technical Support\nServe as a technical support contact for enterprise customers and strategic accounts.\n\nTroubleshoot customer-facing issues related to authentication, account access, enterprise integrations, endpoint posture, and operational workflows.\n\nAssist customers with onboarding, access configuration, SSO setup, MFA enrollment, and troubleshooting.\n\nCoordinate resolution efforts across Infrastructure, Security, Engineering, Product, Customer Success, and Support teams.\n\nSupport operational workflows related to enterprise SaaS environments and customer support systems.\n\nTicket & Escalation Management\nManage customer-facing support tickets and technical escalations through resolution.\n\nTrack issues, owners, timelines, and follow-up actions.\n\nPrioritize high-severity customer-impacting issues and coordinate appropriate response efforts.\n\nMaintain clear written updates for customers and internal stakeholders.\n\nHelp improve escalation handling, ticket management, and operational support procedures.\n\nIdentity, Endpoint & Security-Adjacent Support\nSupport troubleshooting related to identity and access management systems.\n\nAssist with endpoint-related operational issues involving managed devices, device trust, security posture, and enterprise access controls.\n\nHelp support secure authentication and access workflows across enterprise environments.\n\nCoordinate with internal Security teams during customer-impacting security investigations or security-related support issues.\n\nAssist with operational tasks related to monitoring, remediation, and support workflows.\n\nIncident Coordination & Customer Communications\nAssist with operational coordination during incidents or service disruptions.\n\nHelp prepare customer-facing communications, updates, and follow-up reporting.\n\nEnsure customers receive timely and professional updates during operational issues.\n\nPartner with Customer Success, Support, and Security teams to maintain customer trust during escalations.\n\nProcess Improvement & Documentation\nImprove operational maturity for customer support and escalation workflows.\n\nBuild and maintain runbooks, troubleshooting guides, and knowledge base documentation.\n\nIdentify recurring operational pain points and partner with technical teams on long-term improvements.\n\nHelp improve automation and operational efficiency across support workflows.\n\nContribute to operational metrics and reporting.\n\nQualifications\nRequired\n3+ years of experience in technical support, enterprise IT, helpdesk engineering, systems administration, customer support engineering, or related roles.\n\nExperience troubleshooting identity, authentication, endpoint, SaaS, or access-related issues.\n\nFamiliarity with SSO, MFA, identity providers, device management, and enterprise support environments.\n\nStrong troubleshooting and problem-solving skills.\n\nStrong communication and customer service skills.\n\nAbility to coordinate across technical and non-technical teams.\n\nExperience managing tickets, escalations, and operational workflows.\n\nComfortable operating in fast-paced environments with shifting priorities.\n\nPreferred\nExperience supporting enterprise or B2B SaaS customers.\n\nFamiliarity with endpoint management and enterprise security tooling.\n\nExperience supporting macOS and Windows environments.\n\nFamiliarity with security operations or incident response workflows.\n\nExperience with ticketing, workflow, and operational support platforms.\n\nExposure to enterprise compliance or security programs.\n\nScripting or automation experience is a plus.\n\nCertifications such as Security+, endpoint management, identity provider, Microsoft, or equivalent are a plus.","description_format":"text","description_chars":4655,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Guatemala","iso":"GT","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-03T10:24:34Z"}],"visa":[],"liveness":{"score":10,"band":"cold","label":"Long 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