IT Analyst (Chicago)

Horizon3

3d•$115,000 - $130,000•Hybrid

About The Position

Horizon3 is seeking an IT Support Analyst to provide hands-on technical support for employees, with a focus on hybrid, onsite coverage for our Chicago office. 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. This role will resolve day-to-day technical issues — in person for Chicago-based staff and remotely for the broader distributed workforce — covering hardware, software, account access, and collaboration tools. 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.

Requirements

Foundational experience in IT support, help desk, or end-user services
Working knowledge of common endpoint operating systems (MacOS and/or Windows) and standard enterprise collaboration software
Ability to communicate clearly with both technical and non-technical employees
Ability to prioritize and manage a queue of concurrent requests with minimal direction
Sound judgment in knowing when to resolve an issue independently versus escalate it
Curiosity and a willingness to question the norm in pursuit of an exceptional user experience
Ability to provide onsite, hands-on technical support in the Chicago office on a hybrid schedule
2–4 years of experience in IT support, help desk, or IT operations

Nice To Haves

Experience supporting both in-office and remote/distributed employees preferred
Familiarity with Jira or Jira Service Management
Comfortable managing identity in Okta, Entra, or similar
Experience using Jamf, Iru, or Intune
Expert in Google Workspace, Slack, and Zoom
Supported a hybrid or distributed workforce and are comfortable switching between in-person and remote troubleshooting
Contributed to onboarding/offboarding or endpoint management processes that improved speed or consistency
Proactive about documenting fixes and updating knowledge base content for the next person
Relevant certifications such as CompTIA A+, ITIL Foundation, or similar
Experience in high-growth SaaS or cybersecurity companies

Responsibilities

Provide onsite technical support for the Chicago office, including hardware setup, network connectivity, conference room/AV equipment, and printer/peripheral troubleshooting
Resolve incoming help desk tickets and requests for the broader distributed workforce, covering hardware, software, account access, and ticketing system queue management
Support onboarding and offboarding logistics for Chicago-based and Midwest-region employees, including equipment provisioning, account setup, and device retrieval
Administer routine identity and access tasks (password resets, MFA support, access requests) within identity/access platforms, escalating complex or policy-sensitive requests
Support endpoint management tasks such as imaging, patch verification, and asset tracking within tools like Jamf or Iru
Maintain accurate records of tickets, assets, and resolutions to support reporting and audit needs
Follow documented runbooks and knowledge base articles for common issues, and flag gaps or outdated content to the Global Help Desk Manager
Escalate unresolved or high-impact issues to the appropriate lead or manager in a timely manner, providing clear context and troubleshooting steps already attempted
Partner with Security and IT Engineering on device compliance and access control practices as directed
Demonstrate a commitment to integrity, process improvement, and customer satisfaction