Information Technology Support Analyst

About Trustwave

Trustwave is a leading cybersecurity and managed security services provider focused on threat detection and response. We uncover threats that others can’t and respond quicker than others can to protect against the devastating impacts of cyberattacks. We’re a world-class team of cyber consultants, threat hunters and researchers serving clients in 96 countries. At Trustwave, you can learn alongside the best, make a personal impact on a global scale, and solve new challenges every day. Learn more about us at https://www.trustwave.com.

Based in our Chicago location, with at least 3 days per week in the office, the IT Support Analyst works with the Global End User Services (EUS) Team that is responsible for assisting all internal user IT requirements including PC and Mac hardware and software troubleshooting and setup. This position will report to the Manager of End User Services.

Ideal candidates are organized, have a strong desire to help people, and are excited by learning technology.

Main Duties and Responsibilities:

• Collect equipment after hardware refreshes and terms
• Support of meetings including assisting with the A/V requirements
• Executive “white glove”
• Troubleshoot & resolve problems with end user equipment & software using best practices including attention to security
• Office Support
• Process inbound IT requests via tickets or chat, email, and phone and log to a ticket
• Build and ship new hire equipment
• Teach users how to use the A/V in their meeting room
• Ticket Handling
• Provide Tier 1 support for end users both desk side and remote
• Order IT equipment to maintain stock levels
• Maintain inventory records
• Follow standard practices in solution documentation as it relates to end user systems, support, and processes
• Help users with printer connections and issues
• Guide users though interfacing with IT and update documentation to help streamline similar future interactions
• Setup user desks
• Escalate Tier 2 support requests to the appropriate department/team member
• Inventory

Technical Qualifications:

The ideal candidate has +1 years of IT Support experience (entry-level) and has demonstrated experience in:

• Experience using and troubleshooting VPN for remote connectivity
• Working user request tickets from start to finish with a high level of customer service & communication
• Familiarity in both PC (Win 10/11) and Mac (MacOS)
• Familiar with both iOS and Android
• Experience with various hardware including: laptops, MacBooks, printers, peripherals, smartphones, and A/V equipment
• Proficiency in Microsoft Office Suite (Office365)
• Basic understanding of Active Directory, TCP/IP, DHCP, and DNS

Additional desirable skills:

• ITIL, MTA, MCSA, MCSE, JAMF, or A+ certifications
• Administering user and computer accounts within Azure Active Directory
• Experience with remote management solutions: Microsoft Deployment Toolkit (MDT), Remote Support tools, Systems Center Configuration Manager (SCCM), JAMF, etc.
• Administer and Support office telephony equipment and services (8x8)

General skills:

• Passionate about customer service and the user experience
• Rare overnight travel to other Trustwave offices may be required
• Willingness to occasionally work nights/weekend times, and to participate in an off-hours on-call schedule
• Excellent oral and written communication skills
• Familiarity with the security industry is desirable but not required
• Ability to successfully balance multiple simultaneous demands & self-adjust to meet shifting priorities
• Ability to prioritize and manage own tasks/responsibilities, ability to work independently and without supervision.

Education:

• A high school diploma or equivalent is required; a college or university degree is a plus.

This is a remote opportunity open to anyone legally authorized to work in the (country name). Guided by our flexible workplace philosophy, Moments That Matter, people gather in the office when in-person interaction is most impactful; full-time remote employees may be asked to travel occasionally based on the needs of the team and the business.

Trustwave is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities

To All Agencies:

Please, no phone calls or emails to any employee of Trustwave outside of the Talent Acquisition team. Trustwave’s policy is to only accept resumes from agencies via the Trustwave Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Talent Acquisition team. Any resume submitted outside of this process will be deemed the sole property of Trustwave and in the event a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid.