About Framework IT

Framework IT is Chicago's premier IT Managed Service Provider on a mission to reinvent how technology is serviced. With remarkable growth year over year, we're built on a client-first philosophy that focuses on understanding business needs first, then designing the right support solutions.

We believe in working together to grow together. Our investment in the health, happiness, and career development of our team fuels the innovation that shapes how technology enhances the world around us.

The Opportunity

We're seeking an IT Support Analyst I to deliver responsive, high-quality technical support to our clients. This role is the perfect blend of technical troubleshooting and exceptional customer service. You'll be the first line of support, helping end-users solve problems, onboard new clients, and ensuring our service delivery remains best-in-class.

Work Model: Hybrid schedule with mostly work-from-home flexibility, some scheduled office time, and up to 25% onsite visits to client locations.

What You'll Do

Deliver Frontline Support

Handle service tickets and incoming hotline calls with expert care
Communicate clearly with clients on ticket status, progress, and resolutions
Prioritize by urgency and follow internal workflows to ensure timely resolution
Test all work thoroughly and involve clients in acceptance testing

Troubleshoot & Resolve

Support connectivity and email (Internet, applications, file shares, POP3, IMAP, Exchange)
Provide workstation support: hardware, OS patches, drivers, and OS rebuilds
Deliver PC/Mac and printing support across various end-user applications
Fulfill moves, adds, and changes while maintaining existing systems

Deploy & Educate

Deploy remote monitoring and management tools during client onboarding
Train end-users on opening tickets and engaging with support services

Support Onboarding & Installations

Pre-configure and install equipment for onsite deployments
Document all new equipment and account information thoroughly

Document & Administer

Create comprehensive documentation, checklists, training materials, and standards
Submit timely, accurate timesheets with appropriate billable detail
Participate in occasional on-call coverage (approximately once per quarter)

What You Bring

Required:

1-2 years of IT troubleshooting experience supporting computers, networking, or server infrastructure
Strong knowledge of PC/Mac, printing, end-user applications, and basic networking/server support
Experience with cabling, ISP installation, WLAN, antivirus, mobile devices, and email
Excellent communication skills with a service-oriented mindset
Ability to lift and move light hardware (up to 50 lbs)
Valid driver's license and reliable vehicle
High School Diploma/GED
Flexibility for hybrid schedule and extended support hours as needed

Preferred:

Certifications: A+, Network+, MCP, or CCENT
MSP Experience: Minimum 1 year at a Managed Service Provider
PSA Platform: Familiarity with ConnectWise suite
AI Usage: Familiarity with using AI tools

How We Measure Success

Timely ticket resolution with clear, consistent client communication
High-quality documentation and adherence to workflows
Successful tool deployments with positive user feedback
Proactive issue prioritization and follow-through
Reliable onsite and on-call participation
Accurate, punctual timesheet submission

Compensation & Benefits

Total Compensation: $55,000-$63,000 annually (base + bonus, based on experience and performance)

Benefits Package:

Medical, Dental, and Vision insurance
401(k) with partial company match
Generous PTO and Flex-day policy
Free parking (when in office)

Our Values – Who We Hire

At Framework, we hire the person, not just the skillset. We're looking for someone who shares our core values:

Teamwork: We work together and for one another
Pride: We believe in the importance of our work
Dynamic: Life is always teaching, so we will continue learning
Integrity: We believe successful relationships require honesty
Open Minded: We are open to new ideas

Ready to Join Us?

If you're energized by solving problems, serving clients, and growing your skills in a collaborative, fast-growing MSP environment, we want to hear from you!

Apply now to be part of a team that's shaping how technology enhances the world around us.

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Framework IT

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