IT Support Analyst

Job Description

Job Description

Location: Plano, Texas (On-Site)
Department: Information Technology
Reports To: CIO
Employment Type: Full-Time

Position Summary

The IT Support Analyst is responsible for providing hands-on technical support to employees across the organization, ensuring reliable operation of hardware, software, systems, and technology resources. This role serves as a key point of contact for troubleshooting, user support, system access, equipment management, and technology-related requests.

The ideal candidate is a customer-focused technology professional who thrives in a fast-paced environment, can effectively prioritize competing requests, and has the ability to independently diagnose and resolve technical issues. This individual will play a key role in supporting employees, maintaining technology infrastructure, and assisting with cybersecurity initiatives. Experience supporting organizations within the mortgage or financial services industry is strongly preferred.

Essential Responsibilities

• Provide on-site technical support for employees, including troubleshooting hardware, software, network connectivity, and system access issues.
• Serve as the primary point of contact for IT support requests and provide timely resolution or escalation as needed.
• Install, configure, maintain, and troubleshoot laptops, monitors, printers, mobile devices, and other technology equipment.
• Support employee onboarding and offboarding processes, including equipment provisioning, account setup, access management, and asset tracking.
• Assist with administration and troubleshooting of Microsoft 365, Active Directory/Microsoft Entra ID, single sign-on (SSO), and other enterprise applications.
• Manage and maintain IT tickets, ensuring accurate documentation, communication, and timely follow-up.
• Partner with internal teams and external vendors to resolve technical issues and improve technology processes.
• Assist with software deployments, system updates, and technology rollouts.
• Support cybersecurity initiatives, including security awareness efforts, endpoint protection, access controls, and incident response procedures.
• Identify potential security risks and escalate suspicious activity or vulnerabilities according to established protocols.
• Maintain IT documentation, including procedures, knowledge articles, and system inventories.
• Participate in technology projects and process improvement initiatives.
• Provide excellent customer service while maintaining professionalism and confidentiality when handling company and employee information.

Required Qualifications

• 2+ years of experience providing IT support in a business environment or equivalent hands-on technical experience.
• Strong troubleshooting skills across hardware, software, operating systems, and business applications.
• Experience supporting Microsoft Windows environments and Microsoft 365 applications.
• Familiarity with Active Directory, user provisioning, permissions management, and endpoint support.
• Ability to diagnose and resolve technical issues while providing a high level of customer service.
• Strong communication skills with the ability to explain technical concepts to non-technical users.
• Ability to prioritize multiple requests, manage competing deadlines, and work independently.
• Strong attention to detail and commitment to maintaining accurate documentation.

Preferred Qualifications

• Experience supporting technology within the mortgage, lending, banking, financial services, or other highly regulated industries, including familiarity with Fannie Mae and Freddie Mac guidelines, systems, or workflows is strongly preferred.
• Familiarity with mortgage-specific applications, platforms, or workflows.
• Experience supporting cybersecurity initiatives, including phishing prevention, endpoint security, access controls, vulnerability management, or security awareness programs.
• Knowledge of identity and access management concepts, including Microsoft Entra ID (Azure Active Directory) and single sign-on (SSO).
• Experience with IT ticketing systems and asset management tools.
• Relevant technical certifications (such as CompTIA A+, Network+, Security+, Microsoft certifications, or similar) are a plus.

Knowledge, Skills, and Abilities

• Strong customer service mindset with the ability to support employees at all technical skill levels.
• Ability to analyze problems, identify root causes, and implement effective solutions.
• Understanding of cybersecurity principles and the importance of protecting company and customer data.
• Ability to handle confidential information with discretion.
• Strong organizational skills with the ability to adapt quickly in a growing and changing organization.
• Ability to work collaboratively while also taking ownership of assigned responsibilities.

Physical Requirements

• Ability to work on-site in a corporate office environment.
• Ability to lift and move computer equipment and peripherals as needed.
• Ability to sit, stand, walk, and work at a computer for extended periods.