> Markdown version of [/jobs/ext/2704310-it-support-analyst](https://www.wearedevelopers.com/jobs/ext/2704310-it-support-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Analyst - **Company:** HORIZON 3, LLC - **Location:** Chicago, IL, United States (Remote available) - **Experience:** Experienced - **Salary:** $115,000.0 - $130,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Apple Mac Systems, Systems Engineering, JIRA, Software as a Service, Collaborative Software, System Configuration, Issue Tracking Systems, Information Technology Operations, Network Connections, Queue Management Systems, User Environment Management, Okta, Microsoft InTune, Slack, Casper Suite, Gsuite - **Published:** September 4, 2026 - **Apply:** https://startup.jobs/it-analyst-chicago-horizon3-ai-9794369 ## About the Role * 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 Experience * 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 ## 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 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. 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. 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. This role will be responsible for..... * 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 ## Related Videos - [Panel: New Work](https://www.wearedevelopers.com/videos/816-panel-new-work) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Stack Overflow: Community and AI](https://www.wearedevelopers.com/videos/600-stack-overflow-community-and-ai) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Beyond the 9–5: Designing Work Around Humans](https://www.wearedevelopers.com/videos/1321-beyond-the-9-5-designing-work-around-humans) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Tips on mastering remote job interviews](https://www.wearedevelopers.com/magazine/23-tips-on-mastering-remote-job-interviews) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Remote, Hybrid, or In-Office: What’s Really Best for Developers?](https://www.wearedevelopers.com/magazine/638-remote-hybrid-or-in-office-what-s-really-best-for-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)