IT Support Analyst

IT Support Analyst

We are looking for an IT Support Analyst to deliver responsive technical assistance for employees in Dallas, Texas, while also supporting colleagues in other locations. This position plays a key role in maintaining a dependable end-user computing environment by resolving day-to-day IT issues across devices, applications, and workplace technology. The right candidate combines strong troubleshooting ability with a customer-focused approach and works effectively with broader IT teams to keep operations running smoothly.

Responsibilities

• Deliver in-person support for employees in Dallas, Texas, and provide remote assistance to users in additional offices as needed

• Diagnose and resolve technical issues involving Windows and macOS systems, mobile devices, software applications, and network connectivity.

• Set up, maintain, and troubleshoot user hardware, printers, accessories, and other common office technology.

• Provide meeting room and audiovisual support, including real-time assistance during conferences and virtual sessions.

• Monitor, prioritize, and close service requests through the ticketing system while keeping users informed throughout the resolution process.

• Escalate complex incidents to specialized IT teams when appropriate and follow through to ensure timely completion.

• Coordinate employee onboarding and offboarding by preparing equipment, enabling or removing access, and supporting account-related changes.

• Configure and deploy laptops and other endpoints in accordance with company security and operational standards.

• Maintain accurate records for support activity, technical solutions, and inventory of devices and related equipment.

• Contribute to technology rollouts, upgrades, and service improvements by identifying recurring issues and sharing knowledge with the wider IT team.

• At least 4 years of experience in IT support, desktop support, or help desk environments.

• Demonstrated ability to troubleshoot and support Windows, macOS, Microsoft 365, and general end-user computing issues.

• Experience assisting users in a detail-oriented office setting with a strong focus on service quality.

• Working knowledge of identity and access tools such as Active Directory, Entra ID, or Okta.

• Foundational understanding of networking concepts, including IP connectivity, VPNs, DNS, and wireless access.

• Strong communication skills with the ability to explain technical issues clearly to non-technical users.

• Familiarity with service desk ticket management and incident documentation practices.

• Exposure to endpoint management, security, or collaboration platforms such as Intune, CrowdStrike, Zoom, Slack, or Egnyte is preferred