Hybrid IT Support Specialist (Chicago)

Horizon3; Chicago (IL); 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 seeks an IT Support Analyst to provide hands-on technical support for our Chicago office with a hybrid schedule. You will address hardware, software, accounts, and collaboration tools for a distributed workforce.

The ideal candidate has 2–4 years in IT support, strong troubleshooting, and comfort with MacOS/Windows, Jira, Okta, Jamf, Intune, and Google Workspace. You’ll document fixes and escalate when needed.

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 knowledge of MacOS and Windows enterprise environments.
• Ability to communicate clearly with technical and non-technical staff.
• Experience documenting fixes and updating knowledge bases.

Responsibilities

• Provide onsite technical support for the Chicago office, including hardware setup and conference room/AV troubleshooting.
• Resolve help desk tickets for the distributed workforce, covering hardware, software, and account access.
• Support onboarding and offboarding logistics for Chicago-based and Midwest-region employees.
• Administer identity/access tasks (password resets, MFA) and escalate complex requests.
• Support endpoint management tasks (imaging, patch verification, asset tracking).
• Maintain accurate records of tickets, assets, and resolutions for reporting and audits.
• Follow runbooks and knowledge base articles; flag gaps for updates to the Global Help Desk Manager.
• Escalate unresolved or high-impact issues with clear context and steps taken.
• Partner with Security and IT Engineering on device compliance and access control.

Skills

IT support

Mac and Windows

End-user support

Communication

Ticket management

Documentation

CompTIA A+

ITIL Foundation

SaaS experience

Tools

Jira/Jira Service Mgmt

Okta/Entra

Jamf

Iru

Intune

Google Workspace

Slack

Zoom

Job description

Horizon3 seeks an IT Support Analyst to provide hands-on technical support for our Chicago office with a hybrid schedule. You will address hardware, software, accounts, and collaboration tools for a distributed workforce.

The ideal candidate has 2–4 years in IT support, strong troubleshooting, and comfort with MacOS/Windows, Jira, Okta, Jamf, Intune, and Google Workspace. You’ll document fixes and escalate when needed.