Sr. IT Helpdesk Specialist (Chicago - Onsite)

Sr. IT Helpdek Specialist
Location: River North, Chicago | In-Office Requirement: 3-4 days/week, with full-week presence during key events

We’re looking for a hands-on, solutions-oriented Sr. IT Helpdesk Specialist to join our growing IT Operations team at LogicGate. This hybrid role is ideal for someone who enjoys both digging into technical troubleshooting and proactively supporting in-office technologies, especially during high-impact events and executive leadership visits.

As a key member of our IT Ops Team, you’ll be responsible for delivering a stellar employee experience through onboarding and offboarding, managing IT support tickets, maintaining asset inventory, and ensuring the operational health of our onsite AV infrastructure. You’ll play a pivotal role in preparing and supporting company events by coordinating with Employee Experience and People Operations to ensure AV and IT needs are proactively addressed-then provide real-time, onsite support to ensure everything runs smoothly.

This role is hybrid and requires in-office presence 3-4 days per week at our River North, Chicago HQ, with full-week onsite availability during key leadership visits or company events. Candidates must reside within a 30-minute train ride to ensure reliable support coverage. 


How you’ll spend your time:

• Triage incoming IT support requests, provide hands-on troubleshooting, and escalate to the IT Ops Engineer or Manager as needed– following through to ensure resolution and user satisfaction.
• Lead IT onboarding and offboarding for employees and contractors, including hardware provisioning and collection, account setup, new hire IT orientation, and hands-on troubleshooting sessions.
• Maintain hardware inventory by tracking assets through LogicGate’s internal Asset Management System, ensuring equipment is accurately tagged, documented, and accounted for. 
• Analyze support trends by identifying recurring issues, conducting root cause analysis, and implementing scalable, long-term solutions to improve IT efficiency and user experience.
• Document solutions and processes by creating and maintaining internal knowledge base articles in Confluence based on insights gathered from troubleshooting and support activities.
• Support internal communications by assisting with creation of monthly IT newsletters. Contribute monthly device health insights and hardware usage metrics to support IT’s reporting responsibilities at the monthly InfoSec Steering Committee meetings.
• Support in-office AV and networking needs, including first-line troubleshooting of Zoom Room systems and Wi-Fi access points to ensure smooth in-office meeting experience. 
• Coordinate AV and logistics for events, partnering with Employee Experience and People Operations teams to ensure all technical needs are addressed in advance of company events and executive visits. You will be expected to provide on-site support during these events.
• Own the health and readiness of conference room AV equipment, including establishing and executing standard procedures for upkeep, firmware/software updates, and preventative maintenance. 
• Collaborate cross-functionally with Application Owners to secure provisioning approvals and ensure internal IT documentation stays accurate and up-to-date. 

 We get excited about you if you have:

• 3-5 years of experience in IT support, IT operations, or tech implementation roles.
• Strong proficiency with Google Workspace and macOS technologies (minimum 2 years).
• Working knowledge of SSO/SAML authentication protocols, MDM device management with JAMF, and Okta provisioning best practices.
• Experience with Zoom Rooms or similar AV conferencing solutions, with a baseline understanding of network connectivity and troubleshooting.
• Familiarity with tools like JIRA, JAMF, GCP, and Slack is a plus.
• Certifications in Okta and JAMF (strongly preferred)
  
  

And If You Are Someone Who:

• Communicates clearly and confidently, translating technical issues into user-friendly guidance for employees at all levels
• Feels comfortable working independently with executives and leadership, delivering responsive, white-glove support.
• Takes ownership of problems and solutions, continuously improving systems, documentation, and team knowledge sharing. 
• Can manage multiple projects and competing priorities with a calm, organized and action-oriented approach.
• Has a growth mindset and a strong desire to stay current with new tools, trends, and best practices in IT and AV support.
• Thrives in a collaborative team environment, values flexibility, and jumps in to help where needed– even outside of your core responsibilities.
• Is excited to take full ownership of in-office technologies, ensuring workspaces are optimized, supported, and fully operational for all employees and visitors.

The anticipated base salary range for the role is $78,000 - $90,000 per year + variable + equity + benefits. Actual salaries may vary and will be based on factors, such as the candidate's qualifications, skills, competencies, and proficiency for the role. Internal candidates who have current pay within or above the hiring range are still encouraged to apply if interested.

Total Rewards 

Our Total Rewards Package is designed to support you both at work and outside of it. In addition to offering competitive salary, variable compensation (bonus), equity, and health and wellness benefits, we are proud to offer generous PTO, 12 Annual Company Holidays, Summer and Winter Fridays, and Health Days, allowing you time to recharge and relax. We are focused on and invested in career development and learning opportunities including access to LinkedIn Learning, regular People Leader training, our internal Mentorship Program, and annual learning & development program.

Our Culture

Fostering an inclusive and equitable culture is a priority for us at LogicGate - We believe doing this is essential to our success both internally and externally. 

We encourage everyone to join one of our Employee Resource Groups (AAPI @ LogicGate, Pride at LogicGate, and Women in LogicGate) to participate in and contribute to conversations that foster a culture of belonging. 

LogicGate also believes strongly in giving back to the communities in which we live and work. We support our teams through this by offering volunteer hours as well as Company-wide charitable activities supporting organizations aligned with our Company Core Values.

Learn more about our culture here. 

Excited about LogicGate but not familiar with GRC? That’s ok — a lot of us weren’t familiar with GRC when we started, too. Unless the job description specifically requires previous GRC familiarity, here’s what you need to know:

• GRC stands for Governance, Risk, and Compliance
• GRC professionals help their companies manage uncertainty, act with integrity, and stay on the right side of the law. 
• The GRC market is rapidly expanding with continuous growth opportunities. The current market size is valued at $50.5 billion in 2024 and is projected to reach $104.5 Billion by 2031.

At LogicGate, our People are the foundation of everything we do - for our teams, our customers, and the Company. We are proud to offer competitive, inclusive, and comprehensive total rewards packages. 

LogicGate has an outcomes-first culture that provides a variety of benefits and perks that enable our teams to thrive, both inside and outside of the workplace. These include competitive variable plans, equity grants, paid time-off, ongoing learning and development opportunities, paid parental leave, 401k matching, health, vision, and dental insurance, and accident and life insurance.