IT Support Analyst

FourKites•Chicago, IL

4h•Onsite

About The Position

At FourKites we have the opportunity to tackle complex challenges with real-world impacts. Whether it’s medical supplies from Cardinal Health or groceries for Walmart, the FourKites platform helps customers operate global supply chains that are efficient, agile and sustainable. Join a team of curious problem solvers that celebrates differences, leads with empathy and values inclusivity. We are seeking an experienced IT Support Engineer with 4+ years of hands-on experience to provide comprehensive technical support across our diverse technology infrastructure. This role requires a versatile professional capable of managing enterprise systems, ensuring security compliance, and delivering exceptional white-glove support to end users including executive leadership. We are looking for a detail-oriented professional to manage enterprise systems, ensure security compliance, and deliver exceptional technical support. This role involves full device lifecycle management, MDM administration, network and security operations support, and compliance documentation. The ideal candidate has a minimum of 4 years of progressive IT support experience in enterprise environments and a proven track record in managed service delivery or corporate IT support.

Requirements

Bachelor's degree in Computer Science, Information Technology, or equivalent practical experience
Minimum 4 years of progressive IT support experience in enterprise environments
Proven track record in managed service delivery or corporate IT support
Operating Systems: Advanced proficiency in macOS, Windows 10/11, and Linux distributions
MDM Platforms: Hands-on experience with Jamf or equivalent Apple device management solutions
Security Tools: Working knowledge of CrowdStrike Falcon, Fortinet firewalls and VPN solutions
SaaS Platforms: Experience with Google Workspace administration, Microsoft 365 Admin Center
Ticketing Systems: Proficiency with Jira or similar ITSM platforms
Networking: Understanding of VPN technologies, TCP/IP, DNS, DHCP, and firewall concepts
Customer Service Excellence: White-glove support mentality, especially for executive users
Problem-Solving: Solution-oriented approach with "can-do" attitude and creative thinking
Communication: Clear technical communication with both technical and non-technical audiences
Ownership: Takes initiative, follows through, and drives issues to complete resolution
Adaptability: Comfortable with ambiguity and rapidly changing priorities in fast-paced environments
Collaboration: Works effectively across teams and with external vendors
Proactive issue identification and prevention
Ability to work flexible hours including occasional after-hours support for critical issues
Physical capability to lift and move computer equipment (up to 50 lbs)
On-site presence required for hands-on device management, conference room support, and facilities coordination
Participation in on-call rotation for critical infrastructure support
Travel technology support capabilities for executive users

Nice To Haves

Experience with BetterCloud or similar SaaS management platforms
Familiarity with Cisco Meraki cloud-managed networking
Basic scripting abilities (PowerShell, Bash, Python) for automation
Knowledge of identity management solutions
Understanding of email security platforms (Abnormal Security or similar)

Responsibilities

End-User Support & Desktop Services
Provide remote and on-site technical support for macOS, Windows 10/11, and Linux (Ubuntu, CentOS, Fedora) environments
Perform system imaging, OS deployment, hardware troubleshooting, and software installation/configuration
Manage complete device lifecycle from procurement and provisioning through decommissioning and secure data wiping
Deliver white-glove technical support to C-suite executives with solution-oriented, proactive problem-solving
Coordinate device shipping and setup for new hires across locations
Mobile Device & Application Management
Administer Jamf MDM platform for Apple device fleet management
Configure and enforce mobile security policies and device enrollment processes
Manage BetterCloud for SaaS application governance and user lifecycle automation
Troubleshoot mobile device connectivity, security, and application issues
Network & Security Operations
Support and troubleshoot Fortinet VPN infrastructure and client connectivity across all platforms
Assist with firewall configuration management and security policy implementation
Utilize CrowdStrike Falcon for endpoint protection, threat detection, and basic forensic analysis
Investigate security incidents and participate in incident response activities
Monitor VPN performance, security alerts, and system logs for anomalies
Asset & License Management
Maintain accurate IT asset inventory with real-time tracking and lifecycle management
Coordinate software license renewals for enterprise platforms (Google Workspace, Jira, Microsoft 365, Cisco Meraki, etc.)
Track license utilization and optimize allocation to prevent over/under-licensing
Manage warranty contracts and vendor relationships for hardware support
Generate monthly inventory reports with discrepancy analysis
Facilities & Infrastructure Support
Maintain audio/visual equipment and troubleshoot video conferencing systems in conference rooms
Perform daily health checks of conference room technology and booking systems
Monitor and coordinate maintenance for printer fleet and print server infrastructure
Manage secure printing solutions and supply chain coordination
Compliance & Documentation
Support ISO 27001 and SOC 2 Type II compliance requirements
Maintain comprehensive documentation of system configurations, IT policies, and procedures
Provide audit evidence and participate in compliance audits
Update network diagrams and maintain change management logs
Reporting & Administrative Duties
Generate weekly status reports on open tickets and project progress
Provide input for monthly SLA performance reports
Participate in quarterly business reviews and technology roadmap discussions
Contribute to knowledge base articles and IT documentation
Engage in continuous improvement initiatives and automation projects