IT Support Analyst, Kalderos

• Experience in a similar or adjacent role
• We expect all team members to understand our core values. You will be expected to align your actions with and inform your decisions using these core values. You should be prepared to discuss what these values mean to you during your interviews
• You have excellent technical skills and a customer service mindset. When presented with a technical issue or complex project, you can:
• Develop a plan of action for resolution
• Provide excellent customer service and prompt communications
• Communicate and collaborate effectively with other technical teams
• You are comfortable saying, “I don’t know, but I will find out”
• You will operate in a dynamic environment where technical problems arise that must be managed and solved, occasionally under tight time constraints. You are comfortable identifying and addressing these issues, owning them until they are fixed. You are comfortable adjusting your priorities and work activities with help from your manager to best adapt to this dynamic environment

Desirable

• We're looking for an IT Support Analyst who will be responsible for providing top-tier technical support to our 115+ internal employees, ensuring smooth operations in a fully remote ecosystem of both Macs and Windows computers
• The role will require critical thinking and troubleshooting skills to resolve technical issues efficiently
• You will collaborate closely with the IT Systems and Support Administrator to effectively monitor and perform IT helpdesk operations
• Your ability to communicate clearly and work effectively with technical teams will be essential as you escalate issues, identify solutions, and assist with technical projects
• This role demands a strong commitment to supporting our end user workstations
• You will have the opportunity to help contribute to the helpdesk ticketing interactions with internal stakeholders to maximize the value you can provide to them
• We expect this function will scale as our company grows
• Serve as the primary point of contact for end-users, providing prompt and professional technical support for hardware, software, and network issues
• Document issues, resolutions, and troubleshooting steps in tickets and logs, ensuring timely follow-up with end-users
• Assist with IT onboarding for new employees, ensuring seamless access to necessary tools and systems
• Maintain a physical presence at our Chicago office at least 2 days per week and as needed for support
• Handle laptop fulfillment and shipment needs for all new laptop deployments, refreshes, and collection of end-of-life equipment
• Accurately update and maintain both physical and digital asset inventory for Kalderos-owned equipment, and track and manage hardware repairs
• Perform system imaging procedure for both MacOS and Windows laptops, ensuring all security measures are in place on new laptops
• Collaborate with the IT team to manage cloud environments, ensuring security protocols are maintained and system performance is optimized
• Troubleshoot and resolve technical issues related to operating systems, applications, and cloud network connectivity
• Perform system administration tasks, including user account management, software updates, and executing system backups and restores
• Assist in the planning and execution of IT projects, such as system upgrades, migrations, and the implementation of new technologies