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

Requirements

• 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, OneDrive 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.

Benefits

• Competitive Base Salary + Annual Bonus
• Generous Paid Time Off and Holidays
• Employee Stock Purchase Program – purchase shares at a 15% discount
• Employer-matching 401(k) Program + Profit Sharing Program
• Student Debt Program – we’ll contribute up to $10,000 towards your student loans!
• Tuition Assistance Program
• Comprehensive and progressive Medical/Dental/Vision options