IT Analyst

Kin; Chicago (IL); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

RSUs and equity

401(k) with match

Medical, dental, vision

Company-funded HSA

Life insurance

Short-term disability

Flexible PTO

Parental leave

Job summary

Kin is seeking an IT Analyst to grow into ownership of Tier 2 helpdesk, onboarding/offboarding, and process improvements. You’ll handle escalations, mentor juniors, and drive operational fluency across our tools and procedures in a remote-friendly, Chicago-hybrid setting.

In this role you’ll shape how the helpdesk operates, implement automation and better documentation, and partner with IT Engineering to reduce friction for Kinfolk and internal teams. A growth path and practical impact await.

Qualifications

• 2+ years of IT experience with hands-on Tier 2 support
• Proficiency troubleshooting macOS and Windows
• Administration experience with Google Workspace, Slack, Okta, JumpCloud, and/or BetterCloud
• Experience using a ticketing system (Jira Service Management) and documenting solutions in Confluence
• Some experience using AI tools (Claude, ChatGPT, or similar) for workflow efficiency

Responsibilities

• Owning Tier 2 helpdesk requests and routing escalations
• Owning the IT side of onboarding and offboarding, including new hire IT orientation
• Managing access provisioning across Okta, Google Workspace, Slack, JumpCloud, and BetterCloud
• Maintaining device records using Jira Assets and JumpCloud
• Overseeing Chicago office day-to-day, including A/V setup and security badges
• Triaging issues and enforcing security policy as frontline for Security and IT Engineering
• Writing and maintaining Confluence runbooks and documentation
• Spotting friction in processes and leading improvement projects
• Training interns and junior analysts as they ramp
• Using AI tools to improve workflow efficiency and building fluency from day one

Skills

IT support

Tier 2 support

Remote work

White-glove service

Mentoring

Tools

Okta

Google Workspace

JumpCloud

BetterCloud

Slack

Jira Service Management

Confluence

Job description

Quick Summary

Support kinfolk, solve problems, reduce friction, automate processes. Make work-life easier and more pleasant for everyone at Kin. Hybrid in Chicago

Quick Summary

Support kinfolk, solve problems, reduce friction, automate processes. Make work-life easier and more pleasant for everyone at Kin. Hybrid in Chicago

Who We Are

Kin makes life simpler, more affordable, and better for homeowners — especially in the places where climate risks, rising costs, and outdated systems make it harder. We start with smarter homeowners insurance and expand to everything homeowners need to thrive.

Using data, technology, and thoughtful human support, we’re building products that are clear, fair, and help homeowners feel confident — so homeowners aren’t left behind when they need help most.

Founded In 2016, Kin Is a Remote-first Employer With Kinfolk Across More Than 35 States. We Serve Customers In 14 States (and Counting). Our Disciplined Growth, Strong Customer Satisfaction, And Focus On Long-term Sustainability Fosters Outstanding Growth, Attracts Marquee Investors, And Earns Recognition And Accolades, Including

• Built In Chicago's Best Places to Work, Midsize Companies (2021-2026)
• Forbes' America's Best Startup Employers (2026)
• Inc. 5000 Fastest-Growing Private Companies
• Forbes’ Fintech 50 (2023-2026)
• Great Places to Work Certified (May 2024-May 2027)

Most importantly, we’re building Kin to be a place where people do meaningful work with real impact — for our customers, our communities, and each other. We're excited to tell you more about how you can contribute to our rapid growth, strong unit economics, profitability, and excellent customer ratings. To learn more about how we work and what we’re building, visit kin.com and see how we work.

The opportunity

We're looking for an IT Analyst to grow into ownership of our tier 2 helpdesk and the onboarding and offboarding process that touches every team at Kin. This is a step up from entry-level - you'll pick up escalations that Jr. Analysts can't resolve, run IT orientation for new kinfolk, and be the person who notices when a process is creating friction.

The first stretch of this role is about building real fluency with our systems and procedures; from there, you'll start shaping how the helpdesk actually operates, whether that's through automation, tighter documentation, or mentoring the analysts below you. If you're looking for a role with a clear growth trajectory rather than a ceiling, this is built for that.

Your Responsibilities

• Owning Tier 2 helpdesk requests and taking Tier 1 escalations, routing to Tier 3 or IT Engineering when needed
• Owning the IT side of onboarding and offboarding, from access and equipment through to running IT orientation for every new hire
• Provisioning and deprovisioning access across Okta, Google Workspace, Slack, and BetterCloud, and auditing that access against RBAC procedures
• Managing accurate device records across the organization using Jira Assets and JumpCloud
• Maintaining our Chicago office day-to-day, including A/V for meetings and events, security posture (access badges), and covering extended hours during catastrophic events
• Triaging issues and enforcing security policy as the frontline for Security and IT Engineering
• Writing and maintaining the Confluence documentation and runbooks for the processes you run
• Spotting where our processes create friction, raising it, and owning improvement projects of your own
• Training and mentoring interns and Jr. Analysts as they ramp
• Using AI tools like Claude to work faster and more effectively - and building that fluency from day one if it's new to you

Success in this role

In your first 6–12 months at Kin, success is less about checking boxes and more about the impact you create. You'll use your skills and judgment to take ownership of meaningful work, improve how we operate, and help move Kin's mission forward. Along the way, you'll deliver outcomes that make a real difference for both Kinfolk and the homeowners we serve.

By the end of your first year, you should feel confident in your role, trusted as an owner, and proud of the progress you've helped make.

• Your ticket handling and Tier 2 ownership move the team's SLA attainment toward our 90-95% target
• By month 6, you've built real fluency with our systems and procedures (Okta, Google Workspace, Slack, JumpCloud, BetterCloud) and need less direct guidance on Tier 2 work
• By month 12, you're contributing to actual helpdesk improvements - building or refining automations, or helping tighten up documented procedures
• Interns and Jr. Analysts are getting mentorship from you, not just escalation dumps

What You’ll Bring

Hard skills:

• 2+ years of IT experience, including hands-on tier 2 support and remote-first support
• Proficiency troubleshooting both macOS and Windows
• Administration experience with Google Workspace, Slack, Okta, JumpCloud, and/or BetterCloud
• Day-to-day fluency with a ticketing system (we use Jira Service Management) and a habit of documenting what you solve (we use Confluence)
• Some experience using AI tools (Claude, ChatGPT, or similar) for workflow efficiency - or strong aptitude and eagerness to build that skill quickly

Soft Skills

• White-glove service instinct - equal respect and responsiveness whether you're helping an intern or an exec
• Ability to identify issues, communicate solutions clearly, and collaborate for win-win outcomes across technical and non-technical audiences
• Able to provide in-office support at our Chicago location at least one week per month

How We Hire

We believe a great hiring experience should be clear, respectful, and human. We’ll accept applications for this position until October 2, 2026. While our recruiting team uses AI tools for efficiency, resumes are still screened by Kin’s in-house recruiters, and candidate evaluations and hiring decisions are made by recruiters and hiring teams. Rest assured, real people make real decisions.

Role

The hiring process and timeline for each role will vary, depending on the position. However, here are some things you can expect from us:

• Prompt updates and feedback following interviews
• Interviews with recruiters, hiring managers, and members of teams
• Skills assessment relevant to the position, if applicable
• Genuine, thoughtful human interaction at every step

How We Support You

We offer a comprehensive, competitive benefits program, allowing you to choose the benefits that are best for you and your family, starting on the first day of the month following your start date.

Core Benefits

• Competitive salary and company equity through Restricted Stock Units (RSUs), granted as part of our standard compensation package and based on role and level
• 401(k) with company match up to 4% of eligible earnings
• Multiple medical plan options, plus dental and vision coverage
• Company-funded HSA contributions (based on medical plan selection)
• Company-paid life insurance and short-term disability

Health & Wellbeing

• A variety of supplemental benefit options, including long-term disability, critical illness, accident, legal, and pet insurance
• Access to mental health support and confidential counseling resources
• Flexible PTO for exempt employees (most employees take 15–20 days per year), plus 8 company-observed holidays
• Paid parental leave, including up to 14 weeks at 100% pay for birthing parents and 8 weeks at 100% pay for non-birthing parents

Growth & Development

• Career mobility and internal growth opportunities across the organization
• Professional development budgets for certifications, conferences, and learning available, subject to management approval

How We Work

We don’t just hire for skills. We hire for alignment. Kinfolk bring diverse perspectives, but we’re united by a shared set of values that shape how we work and how we show up for each other and our customers.

Run through walls, together - Every one of us is responsible for creating the culture we want to work in. High performance. Low drama. Always respectful. We assume the best in each other and challenge ideas, not intentions. We show up, work hard, and play to each other's strengths — because that’s how great teams win.

Raise the bar. Drop the ego - Attitudes are contagious. Every one of us is responsible for creating the culture we want to work in. High performance. Low drama. Always respectful. Like professional sports teams, we win by working in sync. We show up, work hard, and play to each other's strengths.

Act like an owner - We are owners, fully accountable for achieving Kin’s mission. That requires positive, proactive, big-picture thinking well beyond our job descriptions. Ask questions, Take ownership. Do the right thing, even when it‘s hard. Because when Kin thrives, so do you. And so do our customers.

Operate lean. Deliver more - We build efficiency into everything we do. Each dollar we save gets reinvested to deliver more to our customers: better pricing, more products, and new innovations. We work smarter by relentlessly prioritizing and using technology, including AI, to multiply our impact. Lean is about focus, but not deprivation. Lean isn't a limitation — it's our competitive advantage.

Keep asking ‘What if?’ - We value curiosity. To make insurance better for our customers, we experiment. We embrace insights. And we base decisions on data