IT Analyst (Chicago)

About the role

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 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.

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• Follow documented runbooks and knowledge base articles for common issues, and flag gaps or outdated content to the Global Help Desk Manager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

Requirements

• Must have foundational experience in IT support, help desk, or end-user services
• 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 prioritize and manage a queue of concurrent requests with minimal direction
• Must demonstrate sound judgment in knowing when to resolve an issue independently versus escalate it
• Must demonstrate curiosity and a willingness to question the norm in pursuit of an exceptional user experience
• Must be able to provide onsite, hands-on technical support in the Chicago office on a hybrid schedule

Minimum Education And Experience

• 2–4 years of experience in IT support, help desk, or IT operations
• Experience supporting both in-office and remote/distributed employees preferred

Required Tech Stack

• Familiarity with Jira or Jira Service Management
• Comfortable managing identity in Okta, Entra, or similar
• Experience using Jamf, Iru, or Intune
• Expert in Google Workspace, Slack, and Zoom

What Sets You Apart

• 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
• You're proactive about documenting fixes and updating knowledge base content for the next person
• Relevant certifications such as CompTIA A+, ITIL Foundation, or similar
• Experience in high-growth SaaS or cybersecurity companies

Travel Required

This role requires regular in-office presence at our Chicago office on a hybrid schedule; travel beyond the Chicago metro area is not part of the job, but may occur from time-to-time according to the needs of the business.

Perks of Horizon3

• Inclusive Team: We value diversity and promote an inclusive culture where everyone can thrive
• Growth Opportunities: Be part of a dynamic and growing team with numerous career development opportunities
• Innovative Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking
• Hybrid & Remote Work: We embrace a mix of remote and hybrid work models depending on role and location, including our Chicago office, where some roles require regular in-office presence
• Competitive Compensation: We offer competitive salary, equity and benefits. Our benefits include health, vision & dental insurance for you and your family, a flexible vacation policy, and generous parental leave

Compensation And Values

In accordance with various State’s transparency regulations, we provide the following salary range information for this position:

• Base salary range $115,000 - $130,000 annually
• The exact salary will be determined based on the selected candidate’s location, qualifications, experience, and relevant skills
• Additional compensation: All full-time roles are eligible for an equity package in the form of stock options