IT Support Analyst - MS365/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: ITSUP003330 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. Key Responsibilities 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. 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. Minimum Requirements 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, OneDrive 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 tools. Preferred Certifications CompTIA A+, Network+, Security+ Microsoft 365 Certified: Modern Desktop Administrator Associate ITIL Foundation Certification HDI Support Center Analyst (HDI‑SCA) or similar Service Desk certification. Employment is contingent upon the successful completion of a background check, drug screening, and verification of employment, education, and other credentials relevant to the position. What We Offer 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 Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. Welltower is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. EOE/AA. Minority/Female/Sexual Orientation/Gender Identity/Disability/Vet. #J-18808-Ljbffr Welltower, Inc