IT Support Analyst

it support analyst

northmark strategies seeks an it support analyst to provide tier1 end‑user support for office devices and technology, with occasional tier2 responsibilities. The role ensures timely resolution of it issues across northmark and its affiliate companies, while maintaining a professional service level and supporting continuous improvement of desktop services.

• provide first and second level end‑user support for laptops, printers, multifunction devices, smartphones, and other office technology.
• physically set up and configure workstations, laptops, and smartphones for new hires.
• track all incidents and service requests from initiation to resolution using the ticketing system, ensuring compliance with predefined service levels.
• escalate tier2 and tier3 issues to the appropriate internal or external parties and follow up on resolution.
• install, configure, and provision end‑user devices for onboarding, and secure retirement/removal of devices and resources during off‑boarding.
• utilize it asset management to document and track end‑user computing equipment, accessories, software licenses, and inventory levels.
• manage end‑user software and hardware inventory, initiate and track necessary purchases with third‑party suppliers.
• collaborate with the it support operations manager to identify and implement solutions that improve efficiency, reliability, and security of desktop services.
• set up and support video‑conferencing rooms and systems, and train employees on the use of devices and core enterprise software.
• occasionally perform after‑hours work for critical infrastructure updates, changes, and on‑call support following a rotate‑to‑on‑call schedule.
• proactively communicate all changes, updates, and outages to staff.
• maintain full‑time office attendance at the irving, texas (las colinas) location.

• 1‑3 years of experience in a similar endpoint and infrastructure support role.
• excellent team player with the ability to influence and encourage colleagues positively.
• strong multi‑tasking skills with meticulous attention to detail.
• outstanding communication skills, able to present information technically and non‑technically.
• professional service orientation when dealing with fast‑paced end users and vips.
• desire to learn and adopt new technology areas.
• understanding of itil processes and the software development lifecycle (sdlc).
• robust troubleshooting skills; ability to think critically and solve problems independently.
• experience with active directory, microsoft
  365, azuread, and related authority controls.
• knowledge of enterprise mailboxes, public folders, distribution and security groups.
• experience setting up, maintaining, and troubleshooting office devices (laptops, smartphones, printers).
• mobile device management experience recruiting users on corporate mobile devices and byod profiles.
• proficiency with scripting (powershell is a plus) to automate routine tasks.
• networking fundamentals, with basic workstation and server connectivity troubleshooting.
• experience with videoconferencing solutions such as teams, webex, etc.
• strong working knowledge of microsoft office suite (power point, excel, word, outlook).
• experience with rmm solutions (teamviewer, kaseya, solarwinds, etc.) is a plus.
• experience with ticketing systems (zendesk, jira service desk, servicenow, etc.).

• company‑paid lunch stipend via grubhub.
• 100% employer‑paid medical in a high deductible health plan, plus dental and vision benefits for employees and families.
• 16 weeks paid parental leave.
• employee assistance program.
• life insurance, short‑term disability, and long‑term disability.
• 401(k) with 100% company match up to 6% of employee contributions.
• optional employee‑paid benefits: ppo health insurance, health savings accounts (with company contribution), flexible spending accounts, supplemental life insurance, wellhub, and more.
• paid time off: 25 days pto plus 12 company holidays.

northmark strategies llc is an equal employment opportunity employer. The company's policy is not to discriminate against any applicant or employee based on race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, marital status, mental or physical disability, or genetic information, or any other basis protected by applicable law. The firm also prohibits harassment of applicants or employees based on any of these protected categories.