IT Support Analyst

Summary

Join Sertifi's growing back-office IT team as an IT Support Analyst! Based in Chicago with a hybrid remote option, you'll be the first point of contact for employee tech issues, troubleshooting and resolving problems. You'll play a vital role in maintaining efficient technology operations for our global team. The ideal candidate is calm under pressure, collaborative, and possesses strong problem-solving skills. This role offers a competitive salary ($65k-80k), excellent benefits, and the chance to contribute to a rapidly expanding organization. Candidates must be US-based in Chicago or a Sertifi-approved remote state. The interview process includes reference checks.

Requirements

• Associate Degree in Computer Science, Information Technology, or equivalent work experience
• 1-3+ years of overall experience
• Ability to apply critical thinking and problem solving to remediate customer reported issues
• Introductory experience with Intune and JAMF or equivalent MDM
• Strong understanding of PC hardware and software, including Windows, macOS, and popular office applications in a hybrid environment
• Excellent verbal and written communication skills to collaborate across internal teams
• Client focused attitude with an ability to work in a fast-paced environment and effectively prioritize tasks

Responsibilities

• Facilitate resolution of tickets/service requests while meeting or exceeding defined service level expectations
• Diagnose and troubleshoot hardware and software issues including printers, networks, and peripherals
• Update and maintain operating systems and security patches
• Research and learn new technologies to stay up-to-date with evolving IT trends
• Create and maintain documentation for new processes and support resolutions
• Utilize JIRA for internal case tracking, updating the cases to ensure proper documentation
• Collaborate with other IT team members to resolve complex issues
• Maintain a positive and professional attitude while effectively communicating with users of varying technical experience

Preferred Qualifications

• Exposure to Jira/Confluence
• Exposure to Tenable
• Experience with Azure Active Directory and O365
• Experience with Powershell

Benefits

• Competitive salary, $65k-80k base salary
• Unlimited PTO
• Medical/dental/vision insurance
• Short-term and long-term disability insurance
• 401k with 4% match
• Paid parental leave
• Life insurance
• Pre-tax Transit Benefit Program