Support Center Analyst (Hybrid)

Rewardsnetwork; Chicago (IL); Hybrid; USD 58,000 - 62,000; Full time

Benefits offered by this job

Paid Time Off

Dining reimbursement

401(k) with company match

Medical and dental plan options

Flexible Spending Accounts

Job summary

Rewardsnetwork is seeking a Support Center Analyst in Chicago. This role serves as the first point of contact for technical support, focusing on delivering timely help. The ideal candidate must have 2 years of experience, strong customer service skills, and knowledge of both Windows and macOS environments.

The position includes both onsite and remote assistance, requiring hybrid work with in-office presence three days a week. Benefits include competitive pay, flexible working hours, and generous PTO.

Qualifications

• 2 years of technical support or help desk experience required.
• Familiarity with common productivity tools and ticketing systems.
• Ability to work onsite five days per week.

Responsibilities

• Provide Tier 1 technical support for end users onsite and remotely.
• Troubleshoot hardware and software issues on Windows and macOS devices.
• Document incidents and service requests in the IT ticketing system.

Skills

Technical support experience

Customer service skills

MS Windows and macOS knowledge

Communication skills

Prioritization skills

Education

Associate’s degree in IT or related field

Entry-level certifications such as A+

Tools

Microsoft 365

Ticketing Systems

Jamf

Intune

Job description

Job Overview

The Support Center Analyst serves as the first point of contact for technical support requests and provides onsite and remote assistance to employees. This role focuses on delivering timely, professional support while developing foundational IT skills. The ideal candidate is motivated to learn, customer‑focused, and comfortable working in a fast‑paced, onsite environment. The IT team plays a critical role in ensuring employees have reliable, secure, and efficient access to technology to support business operations. We operate in a mixed Windows and macOS environment and value collaboration, customer service, and continuous learning. This is a hybrid position with in‑office presence 3 days a week (Tuesday‑Thursday) at our downtown Chicago office.

Responsibilities

• Provide Tier 1 technical support for end users onsite and remotely
• Troubleshoot hardware, software, and basic network issues on Windows and macOS devices
• Assist with new hire onboarding, including device setup, imaging, and account provisioning
• Support Microsoft 365, collaboration tools, printers, and mobile devices
• Document incidents, service requests, and resolutions in the IT ticketing system
• Escalate unresolved issues to senior IT staff while maintaining ownership and follow‑up
• Participate in a rotating remote on‑call schedule
• Assist with IT projects, equipment refreshes, and office support needs
• Adhere to company IT policies, security standards, and best practices

Requirements

• Associate’s degree in information technology, computer science, or related field and 2 years of technical support or help desk experience; or equivalent combination of experience and education
• MSCE, MSCA, MCP, A+, Network+, CompTIA A+ or similar entry‑level certification (or working toward certification)
• Exposure to ticketing systems and remote support tools
• Familiarity with common productivity tools (Microsoft 365. Ticketing System, Jamf, Intune)
• Strong communication and customer service skills
• Ability to work onsite five days per week
• Proven ability to prioritize tasks and adapt in a fast‑paced environment
• Working knowledge of MS Windows 10/11 OS & NOS and MS Office 365
• Working knowledge of Apple hardware and software
• Working knowledge of VPN, remote access, and anti‑virus technology
• Working knowledge of troubleshooting software and hardware issues
• Must be customer centric and be able to communicate with both technical and non‑technical customers

Benefits

• This is a full time, non‑exempt position, and the base compensation for this opening in Chicago is expected to be $28-$30 per hour ($58,240 to $62,240 annualized), based on candidate experience, skills and other factors
• Competitive Paid Time Off and company holidays
• Generous dining reimbursement when you dine with our restaurant clients
• 401(k) plan with a company match
• Two medical plan options – Standard PPO or High Deductible Health Plan (HSA with company match for HDHP participants)
• Partnership with Rx n Go, offering certain prescriptions for free
• Dental plan options and a vision plan
• Flexible Spending Accounts and a pre‑tax commuter benefit program
• Accident, Critical Illness, and Hospital Indemnity Insurance Plans
• Short Term and Long Term disability
• Company‑paid life insurance and AD&D insurance, supplemental employee, spouse, and child life insurance
• Employee Life Assistance Program
• Hybrid working space in our state of the art office downtown located by the Metra and Ogilvie train stations

Rewards Network is an Equal Opportunity Employer (EOE). We encourage and strongly support workplace diversity.