IT Analyst

Join our team as an IT Support Analyst, where you will provide hands-on technical support for employees, focusing on hybrid and onsite coverage for our Chicago office. You will resolve day-to-day technical issues, support onboarding and offboarding logistics, administer routine identity and access tasks, and maintain accurate records of tickets and assets. This role offers growth opportunities, an innovation-driven culture, an inclusive and diverse team, and a flexible work environment.

• Provide hands-on technical support for employees, focusing on hybrid and onsite coverage for the Chicago office.
• Resolve day-to-day technical issues, covering hardware, software, account access, and collaboration tools.
• Support onboarding and offboarding logistics for employees, including equipment provisioning, account setup, and device retrieval.
• This is a front-line role for someone who enjoys solving technical problems directly with end users and wants to build depth across endpoint, identity, and collaboration tooling
• The ideal candidate brings solid troubleshooting fundamentals, reliable follow-through, and a customer-service mindset, and is comfortable escalating complex or ambiguous issues to senior support staff or the Global Help Desk Manager
• Must have working knowledge of common endpoint operating systems (MacOS and/or Windows) and standard enterprise collaboration software
• Must be able to prioritize and manage a queue of concurrent requests with minimal direction
• Must have foundational experience in IT support, help desk, or end-user services
• Must be able to communicate clearly with both technical and non-technical employees
• Must demonstrate sound judgment in knowing when to resolve an issue independently versus escalate it
• Must be able to provide onsite, hands-on technical support in the Chicago office on a hybrid schedule
• Must demonstrate curiosity and a willingness to question the norm in pursuit of an exceptional user experience
• 2–4 years of experience in IT support, help desk, or IT operations
• Experience supporting both in-office and remote/distributed employees preferred
• Familiarity with Jira or Jira Service Management
• Expert in Google Workspace, Slack, and Zoom
• Experience using Jamf, Iru, or Intune
• Comfortable managing identity in Okta, Entra, or similar
• You've supported a hybrid or distributed workforce and are comfortable switching between in-person and remote troubleshooting
• You've contributed to onboarding/offboarding or endpoint management processes that improved speed or consistency
• Relevant certifications such as CompTIA A+, ITIL Foundation, or similar
• Experience in high-growth SaaS or cybersecurity companies
• You're proactive about documenting fixes and updating knowledge base content for the next person