IT Support Analyst

Sertifi • Chicago, IL, US • 22m ago

Sertifi is a self-funded, leading technology company dedicated to helping businesses finalize business faster, providing a complete agreements platform for the Hospitality and Travel industry. Brands like Marriott, Topgolf, and AEG Worldwide trust Sertifi to efficiently and securely sign documents, exchange card authorizations, and complete payments with their customers. Sertifi's easy-to-use platform helps tens of thousands of businesses in more than 135 countries, with more than $5 billion in payment requests sent through the system annually. With decades of experience in Hospitality and Travel, Sertifi is building a network that gives guests and travelers across the globe a great experience from the start.

We are seeking a passionate and skilled IT Support Analyst to join our growing back-office IT team. You will be the first line of defense for our team members, troubleshooting and resolving their computer and software issues. You will play a key role in maintaining the smooth and efficient operation of our technology, empowering our global team to focus on their core work. This hybrid support desk & desktop support position is based in Chicago but caters to employees worldwide, making it an exciting opportunity for someone looking to contribute to a diverse and rapidly expanding organization.

The ideal candidate will possess the ability to respond promptly and empathetically to problems even in high-pressure situations, demonstrating a calm and efficient approach to issue resolution. Collaboration is at the core of our technical team, and you will work closely with other members to continually define and implement best practices.

Candidates must be based in the United States, in Chicago, or within a Sertifi approved state for remote work:
OR, AZ, CO, ID, SD, WI, IL, IN, IA, MI, MO, TX, FL, GA, NC, VA, MD, PA, NJ, MA, NH, ME

Challenges You’ll Tackle:

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.

What You’ll Need to Succeed:

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.

Nice to haves:

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

Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to type, use computer, phone, cell phone and other office/home office equipment/technology. Must be able speak, see and hear. Must be able to remain in a stationary position for prolonged periods of time.
What’s in it for you: You will work in a collaborative environment that welcomes new ideas and allows you to make an immediate impact on the team. Additionally, we offer great benefits such as: Competitive salary, Unlimited PTO, medical/dental/vision insurance,short-term and long-term disability insurance, 401k with company match, paid parental leave, life insurance, pre-taxTransit Benefit Program.

Sertifi is proud to be an Equal Opportunity Employer. Sertifi is committed to building a diverse team of talented individuals who bring different perspectives to the business and who feel a sense of inclusion and belonging when they join our team. All individuals seeking employment at Sertifi are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other basis forbidden under federal, state, or local law.