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

IT Support Analyst - onsite Plano, TX - MS365/Teams, MDM (iPhones and iPads) & Jira

Job Category: Indiv Contributor-Hrly

Requisition Number: ITSUP
003330

Locations: Plano, TX (On-site)

About the Role: 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 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.

Other Duties: 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.

Travel / On‑call/Holiday Support: 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 technologies:

• Experience working in a high‑volume Service Desk or IT Call Center environment.
• Familiarity with ITIL or HDI service management frameworks and best practices.
• Windows 10 and 11 operating systems experience.
• Hardware support for laptops, desktops, printers, and peripherals.
• Mobile Device Management (MDM) for iOS devices (iPhones and iPads).
• Microsoft 365 services including Exchange Online, One Drive for Business, Teams, and SharePoint.
• Microsoft Teams Voice, Zoom, Zoom Rooms, and enterprise collaboration technologies.
• Experience meeting SLA, first‑call resolution, and customer satisfaction metrics.
• Experience supporting users remotely using enterprise remote support…