IT Operations Analyst - Corporate

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Houston, TX, US, 77086 Katy, TX, US, 77449

Workplace Type:
Onsite

Employment Type: Full-time, Permanent

Work Model: Onsite, based from the Katy home office and supporting Houston 2 – 3 days per week

Business Unit: Corporate IT

The IT Operations Analyst delivers responsive end-user technical support and maintains endpoint management solutions that enable reliable, secure, and efficient IT operations across Mattr. As a first point of contact for employees, this role resolves technical issues, administers endpoint technologies such as Microsoft Intune, and supports infrastructure initiatives while maintaining a positive user experience and following established security and operational standards.

Success in this role means providing dependable support, taking ownership of endpoint administration, resolving standard issues independently, escalating complex problems appropriately, and identifying opportunities to improve systems, processes, and service quality.

• Serve as a first point of contact for employees seeking technical assistance by phone, email, or ticketing system.
• Diagnose and resolve hardware, software, device, and connectivity issues.
• Document incidents, troubleshooting activities, and resolutions to support consistent service delivery and knowledge sharing.
• Provide timely updates to users and contribute to meeting established service levels.
• Maintain a positive and customer-focused support experience while managing a high volume of requests.

• Configure and maintain endpoint management solutions, including Microsoft Intune, Autopilot, mobile device management, mobile application management, and Azure Active Directory integration.
• Manage device provisioning, compliance policies, conditional access, and application deployment.
• Monitor endpoint performance and troubleshoot escalated device or endpoint issues.
• Maintain clear documentation of endpoint configurations, processes, and operational best practices.
• Support secure and reliable device administration in alignment with established security standards.

• Resolve standard technical issues independently and elevate complex issues through the appropriate channels.
• Exercise sound judgment when diagnosing problems and selecting solutions within defined procedures.
• Collaborate with IT Support, Infrastructure, Network, Security, and Compliance teams to address cross-functional technical issues.
• Contribute to service quality, operational stability, service-level adherence, and positive user outcomes.

• Support infrastructure and technology initiatives, including deployments and upgrades.
• Participate in projects and coordinate with project teams as required.
• Identify recurring technical issues and recommend practical improvements to systems and processes.
• Contribute to operational documentation, knowledge sharing, and the continued development of best practices.

• Participate in an on-call rotation to support after-hours incidents and operational continuity.
• Work in an office or hybrid technology environment with frequent interaction with users and IT systems.
• Support business needs across Katy and Houston, including travel between the two locations.

• A three-year college diploma in Information Technology is required.
• A university degree in Information Technology is preferred.
• One to three years of relevant Information Technology experience.
• Experience providing end-user support and working within IT operations or enterprise endpoint-management environments.

• Working…