Trustwave helps businesses fight cybercrime, protect data and reduce security risk. With cloud and managed security services, integrated technologies and a team of security experts, ethical hackers and researchers, Trustwave enables businesses to transform the way they manage their information security and compliance programs. Trustwave delivers automated, efficient and cost-effective threat, vulnerability and compliance management.
Trustwave is a privately held company, headquartered in Chicago, with customers in 96 countries. For more information about Trustwave, visit https://www.trustwave.com.

Based in our Chicago headquarters, the IT Support Analyst works with the End User Support (EUS) Team that is responsible for managing all internal client computing environments. This position will report to the Manager of End User Support.

Main Duties and Responsibilities:

• Provide level 1 and level 2 support for users via phone, email, and ticketing system
• Support of remote users using desktop management tools
• Troubleshoot & resolve problems with end user equipment & software
• Support latest Windows/Mac operating systems
• Diagnose and resolve complex end user support issues
• User account provisioning and maintenance
• Manage incoming help tickets and assign appropriately
• Create and maintain documentation as it relates to end user systems, support and processes
• Assist with maintaining end-user inventory of equipment 

Technical Qualifications:
The ideal candidate has 3+ years of IT Support experience with mid to large-sized companies (500+ associates) and has demonstrated experience in: 

• Working tickets & user requests from start to finish with a HIGH level of customer service & communication
• Strong technical background in both PC (Win XP/Win 7) and Mac (OS X 10.6.x through 10.9.x)
• Strong proficiency in Microsoft Office Suite (Office, Outlook, Visio, Project)
• Experience with various hardware including: PCs, Macs, printers, peripherals, smartphones, and A/V equipment
• Administering user and computer accounts within Active Directory
• Experience using and troubleshooting VPN for remote connectivity
• Solid understanding of varying IT software and hardware platforms
• Experience with remote management solutions: Dell Kace, Bomgar, Systems Center Configuration Manager (SCCM), Windows Deployment Services (WDS), etc.
• Administer office telephony equipment and services
• Intermediate to advanced understanding of Active Directory, TCP/IP, DHCP, and DNS 

Additional preferred skills: 

• Experience with Dell desktop & server hardware
• MTA, MCSA, MCSE, CCNA, or A+ certifications
• Understanding of LAN/WAN & networking protocols 

General skills: 

• Passionate about customer service and the user experience
• Ability to successfully balance multiple simultaneous demands & self-adjust to meet shifting priorities
• Excellent oral and written communication skills
• Willingness to occasionally work scheduled night/weekend times, and to participate in off-hours on-call schedule
• Occasional overnight travel to other Trustwave offices may be required
• Familiarity with the security industry is desirable but not required

Education:
We prefer college-educated applicants, but at minimum, high school diploma or equivalent is required for employment.

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.