Description 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.
Requirements - 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
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