IT Analyst

QUICK SUMMARY Support kinfolk, solve problems, reduce friction, automate processes. Make work-life easier and more pleasant for everyone at Kin. Hybrid in Chicago WHO WE ARE Kin makes life simpler, more affordable, and better for homeowners — especially in the places where climate risks, rising costs, and outdated systems make it harder. We start with smarter homeowners insurance and expand to everything homeowners need to thrive. Using data, technology, and thoughtful human support, we’re building products that are clear, fair, and help homeowners feel confident — so homeowners aren’t left behind when they need help most. Founded in 2016, Kin is a remote-first employer with Kinfolk across more than 35 states. We serve customers in 14 states (and counting). Our disciplined growth, strong customer satisfaction, and focus on long-term sustainability fosters outstanding growth, attracts marquee investors, and earns recognition and accolades, including: - Built In Chicago's Best Places to Work, Midsize Companies (2021-2026) - Forbes' America's Best Startup Employers (2026) - Inc. 5000 Fastest-Growing Private Companies - Forbes’ Fintech 50 (2023-2026) - Great Places to Work Certified (May 2024-May 2027) Most importantly, we’re building Kin to be a place where people do meaningful work with real impact — for our customers, our communities, and each other. We're excited to tell you more about how you can contribute to our rapid growth, strong unit economics, profitability, and excellent customer ratings. To learn more about how we work and what we’re building, visit kin.com http://kin.com and see how we work https://www.linkedin.com/company/kin-insurance/life/kin/. THE OPPORTUNITY We're looking for an IT Analyst to grow into ownership of our tier 2 helpdesk and the onboarding and offboarding process that touches every team at Kin. This is a step up from entry-level - you'll pick up escalations that Jr. Analysts can't resolve, run IT orientation for new kinfolk, and be the person who notices when a process is creating friction. The first stretch of this role is about building real fluency with our systems and procedures; from there, you'll start shaping how the helpdesk actually operates, whether that's through automation, tighter documentation, or mentoring the analysts below you. If you're looking for a role with a clear growth trajectory rather than a ceiling, this is built for that. YOUR RESPONSIBILITIES - Owning Tier 2 helpdesk requests and taking Tier 1 escalations, routing to Tier 3 or IT Engineering when needed - Owning the IT side of onboarding and offboarding, from access and equipment through to running IT orientation for every new hire - Provisioning and deprovisioning access across Okta, Google Workspace, Slack, and BetterCloud, and auditing that access against RBAC procedures - Managing accurate device records across the organization using Jira Assets and JumpCloud - Maintaining our Chicago office day-to-day, including A/V for meetings and events, security posture (access badges), and covering extended hours during catastrophic events - Triaging issues and enforcing security policy as the frontline for Security and IT Engineering - Writing and maintaining the Confluence documentation and runbooks for the processes you run - Spotting where our processes create friction, raising it, and owning improvement projects of your own - Training and mentoring interns and Jr. Analysts as they ramp - Using AI tools like Claude to work faster and more effectively - and building that fluency from day one if it's new to you SUCCESS IN THIS ROLE In your first 6–12 months at Kin, success is less about checking boxes and more about the impact you create. You'll use your skills and judgment to take ownership of meaningful work, improve how we operate, and help move Kin's mission forward. Along the way, you'll deliver outcomes that make a real difference for both Kinfolk and the homeowners we serve. By the end of your first year, you should feel confident in your role, trusted as an owner, and proud of the progress you've helped make. - Your ticket handling and Tier 2 ownership move the team's SLA attainment toward our 90-95% target - By month 6, you've built real fluency with our systems and procedures (Okta, Google Workspace, Slack, JumpCloud, BetterCloud) and need less direct guidance on Tier 2 work - By month 12, you're contributing to actual helpdesk improvements - building or refining automations, or helping tighten up documented procedures - Interns and Jr. Analysts are getting mentorship from you, not just escalation dumps WHAT YOU’LL BRING Hard skills: - 2+ years of IT experience, including hands-on tier 2 support and remote-first support - Proficiency troubleshooting both macOS and Windows - Administration experience with Google Workspace, Slack, Okta, JumpCloud, and/or BetterCloud - Day-to-day fluency with a ticketing system (we use Jira Service Management) and a habit of documenting what you solve (we use Confluence) - Some experience using AI tools (Claude, ChatGPT, or similar) for workflow efficiency - or strong aptitude and eagerness to build that skill quickly Soft skills: - White-glove service instinct - equal respect and responsiveness whether you're helping an intern or an exec - Ability to identify issues, communicate solutions clearly, and collaborate for win-win outcomes across technical and non-technical audiences - Able to provide in-office support at our Chicago location at least one week per month HOW WE HIRE We believe a great hiring experience should be clear, respectful, and human. We’ll accept applications for this position until October 2, 2026. While our recruiting team uses AI tools for efficiency, resumes are still screened by Kin’s in-house recruiters, and candidate evaluations and hiring decisions are made by recruiters and hiring teams. Rest assured, real people make real decisions. The hiring process and timeline for ea