IT Analyst

Horizon3; United States; Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Career growth

Innovation culture

Flexible environment

Diversity & inclusion

Job summary

Horizon3 is seeking an IT Support Analyst to deliver hands-on technical support for our Chicago team and remote staff. You will troubleshoot hardware, software, access, and collaboration tools while supporting onboarding/offboarding and device provisioning in a hybrid work model.

The role requires 2–4 years of IT support experience, strong MS Windows/macOS knowledge, and proficiency with Jira Service Management and collaboration platforms.

Qualifications

• 2–4 years of experience in IT support, help desk, or IT operations.
• Must have working knowledge of common endpoint operating systems (MacOS and/or Windows) and standard enterprise collaboration software.
• Must be able to communicate clearly with both technical and non-technical employees.
• Must be able to provide onsite, hands-on technical support in the Chicago office on a hybrid schedule.

Responsibilities

• Provide hands-on technical support for Chicago-based staff onsite and remotely for the distributed workforce.
• Resolve day-to-day technical issues across hardware, software, account access, and collaboration tools.
• Provide onsite hardware setup, network connectivity, conference room/AV equipment, and printer/peripheral troubleshooting.
• Resolve tickets and requests for the broader workforce, including queue management in the ticketing system.
• Support onboarding/offboarding logistics for Chicago-based and Midwest-region employees.

Skills

IT support

End-user support

Windows OS

MacOS

Jira/JSM

Google Workspace

Slack/Zoom

Identity management

Endpoint management

Documentation

Tools

Jamf

Iru

Intune

Okta

Entra

Jira Service Management

Job description

• We are seeking an IT Support Analyst to provide hands‑on technical support for employees, with a focus on hybrid, onsite coverage for our Chicago office
• This role will resolve day‑to‑day technical issues — in person for Chicago‑based staff and remotely for the broader distributed workforce — covering hardware, software, account access, and collaboration tools
• 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

Benefits

• Growth Opportunities: Be part of a dynamic and growing team with numerous career advancement opportunities
• Innovation-Driven Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking
• Flexible Work Environment: Enjoy the convenience and work-life balance that comes with remote work
• Inclusive and Diverse Team: We value diversity and promote an inclusive culture where everyone can thrive

This is a front‑line role for someone who enjoys solving technical problems directly with end users and wants to build depth across endpoint, identity, and collaboration tooling

• The ideal candidate brings solid troubleshooting fundamentals, reliable follow‑through, and a customer-service mindset, and is comfortable escalating complex or ambiguous issues to senior support staff or the Global Help Desk Manager
• Must have working knowledge of common endpoint operating systems (MacOS and/or Windows) and standard enterprise collaboration software
• Must be able to prioritize and manage a queue of concurrent requests with minimal direction
• Must have foundational experience in IT support, help desk, or end-user services
• Must be able to communicate clearly with both technical and non-technical employees
• Must demonstrate sound judgment in knowing when to resolve an issue independently versus **escalate** it
• Must be able to provide onsite, hands‑on technical support in the Chicago office on a hybrid schedule
• Must demonstrate curiosity and a willingness to question the norm in pursuit of an exceptional user experience
• 2–4 years of experience in IT support, help desk, or IT operations
• Experience supporting both in-office and remote/distributed employees preferred
• Familiarity with Jira or Jira Service Management
• Expert in Google Workspace, Slack, and Zoom
• Experience using Jamf, Iru, or Intune
• Comfortable managing identity in Okta, Entra, or similar
• You’ve supported a hybrid or distributed workforce and are comfortable switching between in-person and remote troubleshooting
• You’ve contributed to onboarding/offboarding or endpoint management processes that improved speed or consistency
• Relevant certifications such as CompTIA A+, ITIL Foundation, or similar
• Experience in high‑growth SaaS or cybersecurity companies
• You’re proactive about documenting fixes and updating knowledge base content for the next person