IT Support Analyst - onsite Plano, TX - MS​/Teams, MDM; iPhones and iPads & Jira

WELLTOWER – REIMAGINE REAL ESTATE WITH US

At Welltower, we’re transforming how the world thinks about senior living and wellness‑focused real estate. As a global leader in residential wellness and healthcare infrastructure, we create vibrant, purpose‑driven communities where housing, healthcare, and hospitality converge. Our culture is fast‑paced, collaborative, and endlessly ambitious—guided by our mantra:
The only easy day was yesterday.

We’re looking for bold, independent thinkers who thrive on challenge, embrace complexity, and are driven to deliver long‑term value. Every team member is empowered to think like an owner, innovate fearlessly, and lead from where they stand. If you’re passionate about outcomes and inspired by the opportunity to shape the future of healthcare infrastructure, we want you on our best‑in‑class team.

We are looking for a highly motivated, enthusiastic, and energetic candidate to join a high‑performing IT team in our Plano, TX office. The ideal candidate will help deliver exceptional end‑user support through a customer‑centric IT Service Desk model focused on incident resolution, communication, and continuous service improvement. This is a hands‑on position that requires technical skills that are necessary to troubleshoot, support, and administer a wide range of technologies used within the company.

The IT Support Analyst will work closely with the rest of the Technology and Infrastructure team, reporting to the Director, Service Management.

• Serve as the first point of contact for IT support requests via phone, chat, email, and self‑service channels, delivering a high‑quality customer experience.
• Provide professional call handling, including active listening, issue triage, troubleshooting, and clear communication throughout the support lifecycle.
• Utilize the Jira Service Management ticketing system to track, manage, and resolve support requests, ensuring timely updates and communication with end‑users.
• Adhere to established Service Level Agreements (SLAs) and prioritize incidents and requests based on business impact and urgency.
• Diagnose and resolve hardware, software, and network issues efficiently to minimize downtime.
• Deliver professional phone and remote support by actively troubleshooting issues, communicating clearly, and providing timely follow‑up to end users.
• Monitor ticket queues and phone queues to ensure response and resolution targets are consistently achieved.
• Contribute to Knowledge Base articles, standard operating procedures, and self‑service documentation to improve first‑call resolution rates.
• Build positive relationships with end‑users by demonstrating patience, empathy, and a customer‑focused attitude.
• Identify trends in recurring incidents and collaborate with IT teams to support problem management initiatives.
• Support Microsoft 365 technologies including Exchange Online, One Drive for Business, Microsoft Teams, Teams Voice, and related collaboration platforms.
• Stay current with emerging technologies and industry best practices to proactively recommend improvements.
• Configure, deploy, and manage Windows and mobile endpoints using Microsoft Intune, Autopilot, and enterprise device management solutions.
• Take full ownership of assigned tasks and see them through to completion with minimal supervision.
• Ensure compliance with company IT policies, security protocols, and best practices.
• Demonstrate reliability and accountability in all aspects of work.
• Perform all other duties as assigned.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of this employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

No travel required.

This role will require rotational on‑call and Holiday support.

Education:

Bachelor’s degree in Information Systems or related field or equivalent work experience is required.

Experience:

3–5 years of relevant work experience is required. The ideal candidate will have experience with the following…