Lead IT Support Analyst

G&A Chicago, Illinois


Description

About The Glassdoor Information Technology team

We are a small but potent group of dedicated, creative, fun, and customer-focused professionals who have a reputation for meeting challenges head-on and catalyzing positive change throughout the organization. We are tight-knit, collaborative, and heavily invested in each other's success and development. As a team, we rally around our mission to deliver an exceptional experience for our customers who trust and rely on us.

About you in this role

We are looking for a Lead Support Analyst to own the support experience at our Chicago location. In this role, you will work closely with our IT Operations team and local leadership to identify trends, remediate issues, triage support requests, and drive continual improvement of employee-facing technology. You are highly technical with strong problem-solving discipline. You might not have every answer at the ready, but your curiosity, tenacity, and insatiable thirst for knowledge lead you to resolution every time. You have a low tolerance for fixing the same problem repeatedly. Instead, you prefer to spend your energy understanding why, and preventing it from happening in the future.

Being geographically separate from the core of our team will require you to be comfortable working with limited instruction and capable of prioritizing issues and tasks on the fly. Our engineering and support teams will be looking to you for precise and timely feedback regarding high-impact issues and incidents.

Using your exceptional people skills, you will become a keystone of Glassdoor culture by collaborating with our business partners to understand emerging needs and opportunities for improving employee experience and translating interactions into meaningful action. You are passionate about helping people and building relationships with customers, peers, and leaders. We will rely on you to represent our values and mission, and to act as an accelerant for the success of our team in Chicago.

Your Day-to-Day

  • Assist support team with request triage and resolve tasks assigned to you through various channels
  • Partner with cross-functional teams to manage project implementations and troubleshooting office technology
  • Coordinate on/off-boarding tasks and new hire orientations
  • Maintain office AV technology and provide on-site support at special events
  • Work with IT engineering team to ensure optimal function of office network and systems infrastructure, including acting as remote support during incident response
  • Help manage technology vendors and contractors

Requirements

  • Minimum 5 years of experience in a similar role, relevant education or certification a plus
  • Proficiency with supporting Mac OSX and Windows OS's in an enterprise environment
  • Solid networking fundamentals, exposure to enterprise network technology preferred
  • Practical experience maintaining AV/teleconferencing systems

Why Glassdoor?

  • Work with purpose – join us in creating transparency for job seekers everywhere
  • Glassdoor gives back! Glassdoor is a Pledge 1% member; all employees receive 3 paid volunteer days per year
  • 100% company paid medical/dental/vision/life coverage; 80% dependent coverage
  • Paid holidays and flexible paid time off
  • Equity in a late stage startup backed by top-tier VCs
  • Located in up-and-coming Fulton Market neighborhood
  • Discounted memberships for local gyms and Divvy
  • Free snacks, drinks, and coffee always available
  • Your choice between Mac or PC
  • Fun office events and celebrations
  • Convenient to public transportation, with pre-tax commuter benefits available
Glassdoor is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Glassdoor is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.