IT Support Analyst

The Position

The IT Support Analyst will play an essential role in our IT Support team by providing end‑user support (Tier
1), with occasional Tier 2 support as knowledge of the environment is learned. They will report to the IT Support Manager and work with staff at North Mark & its group companies to ensure all IT issues are solved in a timely and efficient manner. The incumbent ensures our office devices and technology are installed, configured, and maintained properly so our staff can be productive.

The support environment involves regular office attendance in the Irving, TX office, with occasional travel throughout the DFW metropolitan area, as well as out‑of‑hours on‑call (ROTA based) support and includes remote support of international group offices. This role will suit someone with a passion for customer service with a strong technical and methodical approach to any given task. Candidate will exhibit intellectual curiosity in their interest of IT with an aptitude for applying computing concepts and skills to solve real problems.

• Provide 1st and 2nd level end‑user support for office devices and technology including laptops, printers, multifunctional devices, smartphones with a focus on customer support. Candidate must truly enjoy helping others and solving problems to succeed in this role.
• Physical setup of workstations, laptops, and smartphones.
• Responsible for working and tracking all incidents and service requests from beginning to resolution within predetermined service levels using the ticketing system.
• Escalate issues (Tier 2 and
  3) to the appropriate parties inside or outside the company and track resolution.
• Install, configure, and provision end‑user devices for onboarding, as well as secure retirement of devices and removal of company resources during offboarding.
• Utilize IT asset management for documentation and tracking of end user computing equipment, accessories, software licenses and maintain appropriate levels of inventory.
• Manage end‑user software & hardware inventory for company offices; initiate, manage and track necessary purchases with our established third‑party suppliers.
• Work closely with the IT Support Operations Manager to determine and implement solutions to improve efficiency, reliability and security of desktop services and capabilities.
• Set‑up and provide user support for our video conferencing rooms and systems.
• Train employees on use of devices and new/upgraded core enterprise software.
• Occasional after‑hours work for critical infrastructure updates and changes.
• Proactively communicate all changes, updates, and outages to staff.
• Full‑time office attendance in the Irving, Texas (Las Colinas) office.

• 1‑3 years of experience in a similar position providing endpoint and infrastructure support.
• Excellent team player with the ability to positively encourage and influence others.
• Ability to multi‑task with strong attention to detail.
• Enjoy working in a fast‑paced, agile environment, and resolve unplanned incidents quickly.
• Outstanding communication skills, including the ability to effectively present information in both technical and non‑technical terms.
• Ability to maintain a professional service level when dealing with fast‑paced end users and VIPs.
• Desire to learn and become familiar with new areas of technology.
• Understanding of ITIL processes preferred.
• Knowledge of the Software Development Lifecycle (SDLC).
• IT troubleshooting skills: ability to critically think and solve problems independently until escalation may be required.
• Experience with Active Directory, machine access changes, and various authorization controls.
• Direct Microsoft 365 experience is required, including knowledge of Azure AD.
• Enterprise Architecture: troubleshooting user mailboxes, public folders, creating/updating distribution groups and security groups.
• Experience in setting up, maintaining, and troubleshooting office devices (laptops, smartphones, printers, etc.).
• Ability to isolate problems with end user devices and infrastructure.
• Mobile Device Management – enrolling users on corporate mobile devices and BYOD profiles. Direct experience with iPhones is a plus.
• Creating, using, and updating scripts – Power Shell is a plus – to automate daily tasks.
• Networking fundamentals – basic troubleshooting of connectivity on workstations and servers.
• Experience in videoconferencing solutions and end‑user support (Teams, Webex, etc.).
• Strong working knowledge of Microsoft Office suite (PowerPoint, Excel, Word, Outlook).
• Experience with RMM solutions (Teamviewer, Kaseya, Solarwinds, etc.) is a plus.
• Experience with ticketing systems (e.g. Zendesk, Jira Service Desk, Service Now, etc.).