Hybrid IT Support Analyst - Chicago

Horizon3.ai; Chicago (IL); Hybrid; USD 115,000 - 130,000; Full time

Benefits offered by this job

Hybrid & Remote Work

Health, Vision & Dental Insurance

Flexible vacation policy

Parental leave

Job summary

Horizon3 is seeking an IT Support Analyst to deliver hands-on technical support for employees, focusing on hybrid, onsite coverage for our Chicago office. You will resolve hardware, software, account access, and collaboration tool issues for both in-office and distributed staff.

The ideal candidate will have 2–4 years in IT support, solid troubleshooting skills, and clear communication across technical and non-technical audiences, with experience in MacOS/Windows and Jira/Okta/Jamf.

Qualifications

• 2–4 years of experience in IT support, help desk, or IT operations.
• Experience supporting both in-office and remote/distributed employees preferred.
• Foundational experience with MacOS and Windows and enterprise collaboration software.
• Strong written and verbal communication with technical and non-technical staff.
• Ability to prioritize and manage a queue of concurrent requests with minimal direction.
• Sound judgment on when to resolve issues independently or escalate.
• Onsite hands-on technical support in the Chicago office on a hybrid schedule.
• Relevant certifications such as CompTIA A+, ITIL Foundation, or similar.
• Experience in high-growth SaaS or cybersecurity environments.

Responsibilities

• Provide onsite technical support for the Chicago office, including hardware setup and network connectivity.
• Resolve help desk tickets for the distributed workforce, covering hardware, software, and access.
• Support onboarding/offboarding logistics for Chicago-based and Midwest employees.
• Administer identity and access tasks, escalating complex requests as needed.
• Support endpoint management tasks using Jamf, Iru, or Intune.
• Maintain accurate records of tickets, assets, and resolutions for reporting.
• Follow runbooks and knowledge base articles, flagging gaps for updates.
• Escalate unresolved issues with clear context and steps tried.

Skills

IT support

MacOS/Windows

Troubleshooting

Communication

Queue management

Onsite support

Hybrid work

Tools

Jira

Okta/Entra

Jamf

Iru

Intune

Google Workspace

Slack

Zoom

Job description

Horizon3 is seeking an IT Support Analyst to deliver hands-on technical support for employees, focusing on hybrid, onsite coverage for our Chicago office. You will resolve hardware, software, account access, and collaboration tool issues for both in-office and distributed staff.

The ideal candidate will have 2–4 years in IT support, solid troubleshooting skills, and clear communication across technical and non-technical audiences, with experience in MacOS/Windows and Jira/Okta/Jamf.