Hybrid IT Support Analyst — Chicago Office

Horizon3; United States; Hybrid; USD 115,000 - 130,000; Full time

Benefits offered by this job

Inclusive Team

Growth Opportunities

Innovative Culture

Hybrid & Remote Work

Competitive Compensation

Job summary

Horizon3 in Chicago, IL is seeking an IT Support Analyst to provide frontline IT support for a hybrid, in-office team. You will resolve day-to-day issues for onsite staff and remote users, manage tickets, and collaborate with Security and IT Engineering on device compliance.

The role emphasizes strong customer service, documented fixes, and hands-on support across endpoints, identity, and collaboration tools, with opportunities to grow in a fast‑growing cybersecurity company.

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 in IT support, help desk, or end-user services.

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 platform], 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• Follow documented runbooks and knowledge base articles for common issues, and flag gaps or outdated content to the Global Help Desk Manager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

Skills

IT support

help desk

end-user services

communication skills

queue management

escalation

Tools

Jira/Jira Service Management

Okta/Entra

Jamf

Iru

Intune

Google Workspace

Slack

Zoom

Job description

Horizon3 in Chicago, IL is seeking an IT Support Analyst to provide frontline IT support for a hybrid, in-office team. You will resolve day-to-day issues for onsite staff and remote users, manage tickets, and collaborate with Security and IT Engineering on device compliance.

The role emphasizes strong customer service, documented fixes, and hands-on support across endpoints, identity, and collaboration tools, with opportunities to grow in a fast‑growing cybersecurity company.