IT Support Analyst

At FourKites we have the opportunity to tackle complex challenges with real-world impacts. Whether it’s medical supplies from Cardinal Health or groceries for Walmart, the FourKites platform helps customers operate global supply chains that are efficient, agile and sustainable.

Join a team of curious problem solvers that celebrates differences, leads with empathy and values inclusivity.

We are seeking an experienced IT Support Analst with 4+ years of hands-on experience to provide comprehensive technical support across our diverse technology infrastructure. This role requires a versatile professional capable of managing enterprise systems, ensuring security compliance, and delivering exceptional white-glove support to end users including executive leadership.

We are looking for a detail-oriented professional to manage enterprise systems, ensure security compliance, and deliver exceptional technical support. This role involves full device lifecycle management, MDM administration, network and security operations support, and compliance documentation. The ideal candidate has a minimum of 4 years of progressive IT support experience in enterprise environments and a proven track record in managed service delivery or corporate IT support. Must have experience supporting macOS in a corporate environment. 

What you'll be doing:

• End-User Support & Desktop Services
• Provide remote and on-site technical support for macOS, Windows 10/11, and Linux (Ubuntu, CentOS, Fedora) environments
• Perform system imaging, OS deployment, hardware troubleshooting, and software installation/configuration
• Manage complete device lifecycle from procurement and provisioning through decommissioning and secure data wiping
• Deliver white-glove technical support to C-suite executives with solution-oriented, proactive problem-solving
• Coordinate device shipping and setup for new hires across locations
• Mobile Device & Application Management
• Administer Jamf MDM platform for Apple device fleet management
• Configure and enforce mobile security policies and device enrollment processes
• Manage BetterCloud for SaaS application governance and user lifecycle automation
• Troubleshoot mobile device connectivity, security, and application issues
• Network & Security Operations
• Support and troubleshoot Fortinet VPN infrastructure and client connectivity across all platforms
• Assist with firewall configuration management and security policy implementation
• Utilize CrowdStrike Falcon for endpoint protection, threat detection, and basic forensic analysis
• Investigate security incidents and participate in incident response activities
• Monitor VPN performance, security alerts, and system logs for anomalies
• Asset & License Management
• Maintain accurate IT asset inventory with real-time tracking and lifecycle management
• Coordinate software license renewals for enterprise platforms (Google Workspace, Jira, Microsoft 365, Cisco Meraki, etc.)
• Track license utilization and optimize allocation to prevent over/under-licensing
• Manage warranty contracts and vendor relationships for hardware support
• Generate monthly inventory reports with discrepancy analysis
• Facilities & Infrastructure Support
• Maintain audio/visual equipment and troubleshoot video conferencing systems in conference rooms
• Perform daily health checks of conference room technology and booking systems
• Monitor and coordinate maintenance for printer fleet and print server infrastructure
• Manage secure printing solutions and supply chain coordination
• Compliance & Documentation
• Support ISO 27001 and SOC 2 Type II compliance requirements
• Maintain comprehensive documentation of system configurations, IT policies, and procedures
• Provide audit evidence and participate in compliance audits
• Update network diagrams and maintain change management logs
• Reporting & Administrative Duties
• Generate weekly status reports on open tickets and project progress
• Provide input for monthly SLA performance reports
• Participate in quarterly business reviews and technology roadmap discussions
• Contribute to knowledge base articles and IT documentation
• Engage in continuous improvement initiatives and automation projects

Who you are

• Required Education: Bachelor's degree in Computer Science, Information Technology, or equivalent practical experience
• Experience Required
• Minimum 4 years of progressive IT support experience in enterprise environments
• Must have experience supporting macOS in a corporate environment. 
• Proven track record in managed service delivery or corporate IT support

Technical Skills

• Essential Competencies
• Operating Systems: Advanced proficiency in macOS, Windows 10/11, and Linux distributions
• MDM Platforms: Hands-on experience with Jamf or equivalent Apple device management solutions
• Security Tools: Working knowledge of CrowdStrike Falcon, Fortinet firewalls and VPN solutions
• SaaS Platforms: Experience with Google Workspace administration, Microsoft 365 Admin Center
• Ticketing Systems: Proficiency with Jira or similar ITSM platforms
• Networking: Understanding of VPN technologies, TCP/IP, DNS, DHCP, and firewall concepts
• Preferred Skills
• Experience with BetterCloud or similar SaaS management platforms
• Familiarity with Cisco Meraki cloud-managed networking
• Basic scripting abilities (PowerShell, Bash, Python) for automation
• Knowledge of identity management solutions
• Understanding of email security platforms (Abnormal Security or similar)

Soft Skills & Attributes

• Customer Service Excellence: White-glove support mentality, especially for executive users
• Problem-Solving: Solution-oriented approach with "can-do" attitude and creative thinking
• Communication: Clear technical communication with both technical and non-technical audiences
• Ownership: Takes initiative, follows through, and drives issues to complete resolution
• Adaptability: Comfortable with ambiguity and rapidly changing priorities in fast-paced environments
• Collaboration: Works effectively across teams and with external vendors

• Proactive issue identification and prevention

• Work Environment & Additional Requirements
• Ability to work flexible hours including occasional after-hours support for critical issues
• Physical capability to lift and move computer equipment (up to 50 lbs)
• On-site presence required for hands-on device management, conference room support, and facilities coordination
• Participation in on-call rotation for critical infrastructure support
• Travel technology support capabilities for executive users

Growth & Development Opportunities

• Exposure to enterprise-scale infrastructure and security technologies
• Participation in automation and process improvement initiatives
• Opportunity to develop expertise in compliance frameworks (ISO 27001, SOC 2)
• Career progression path toward senior technical roles or IT management
• Cross-training on advanced security operations and forensic analysis

Compensation

The expected annual base salary range for this role is $60,000 - $80,000. Actual compensation will be determined based on several factors, including but not limited to experience, qualifications, skills, and business needs. In addition to base salary, this position is eligible for bonus and incentive compensation as well as participation in FourKites' employee stock option program.

Benefits

FourKites provides competitive compensation with stock options, outstanding benefits and a collaborative culture for all employees around the globe. To help you be your best, we have 5 global recharge days, in addition to generous PTO and standard holidays. Parental leave for all parents, an annual wellness stipend and volunteer days also provide you with time and resources for self care and to care for others. Throughout the year, FourKites sets aside time during the workday to learn and celebrate diversity. We're always listening for new ways to support everyone in and out of the office.

Benefits include:

• Medical, Dental & Vision benefits starting on first day of employment
• 401k Retirement savings with employer match
• Bonus and incentive compensation as well as employee stock option program
• Employer paid life insurance and short term disability insurance
• Generous PTO, global recharge days, and volunteer days
• Paid parental leave for all parents
• Family planning and inclusive wellbeing resources
• Technology reimbursement
• Commuter benefits for in-office employees (Chicago)
• Annual Wellness Stipend
• Ongoing learning & development opportunities

About FourKites

FourKites, the leader in AI-driven supply chain transformation for global enterprises and pioneer of real-time visibility, turns supply chain data into automated action. FourKites Intelligent Control Tower® breaks down enterprise silos by creating a real-time digital twin of orders, shipments, inventory and assets. This comprehensive view, combined with AI-powered digital workers, enables companies to prevent disruptions, automate routine tasks and optimize performance across their supply chain. FourKites processes over 3.2 million supply chain events daily — from purchase orders to final delivery — helping 1,600-plus global brands prevent disruptions, make faster decisions and move from reactive tracking to proactive supply chain orchestration. For more information, visit www.fourkites.com.

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FourKites is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you're excited about this role but don't meet every requirement, we encourage you to apply.