IT Support Analyst

Posted · Add Comment
Career Techniques Inc.
May 1, 2024
Dallas, United States of America
Job Type


*Full-Time, In-Office 5 days/week position - No exceptions*

The Tier 1 IT Support Analyst will ensure office devices and technology are installed, configured, and maintained properly so our staff can be productive. This role will suit someone with a passion for customer service with a strong technical and methodical approach to any given task.


  • Direct experience providing Tier 1 Support
  • Provide 1st and 2nd level end-user support for office devices and technology including Laptops, printers, multifunctional devices, smartphones with a focus on customer support. Candidate must truly enjoy helping others and solving problems to succeed in this role.
  • Physical setup of workstations, laptops, and smartphones.
  • Responsible for working and tracking all incidents and service requests from beginning to resolution within predetermined service levels using the ticketing system.
  • Escalate issues (Tier 2 and 3) to the appropriate parties inside or outside the company and track resolution.
  • Install, configure, and provision end-user devices for onboarding, as well as secure retirement of devices and removal of company resources during offboarding.
  • Utilize IT asset management for documentation and tracking of end user computing equipment, accessories, software licenses and maintain appropriate levels of inventory.
  • Manage end-user software & hardware inventory for company offices; initiate, manage and track necessary purchases with our established 3rd party suppliers.
  • Work closely with the IT Support Operations Manager to determine and implement solutions to improve efficiency, reliability and security of desktop services and capabilities.
  • Set-up and provide user support for our video conferencing rooms and systems.
  • Train employees on use of devices and new/upgraded core enterprise software.
  • Occasional after-hours work for critical infrastructure updates and changes.
  • Proactively communicate all changes, updates, and outages to staff.
  • In-person office attendance in the Dallas area.



  • 1-3 years of experience in a similar position providing endpoint and infrastructure support.
  • Excellent team player with the ability to positively encourage and influence others.
  • Ability to multi-task with strong attention to detail.
  • Enjoy working in a fast-paced, agile environment, and resolve unplanned incidents quickly.
  • Outstanding communication skills, including the ability to effectively present information in both technical and non-technical terms.
  • Ability to maintain a professional service level when dealing with fast-paced end users and VIPs.
  • Desire to learn and become familiar with new areas of technology.
  • Understanding of ITIL processes preferred
  • Knowledge of the Software Development Lifecycle (SDLC)


  • IT troubleshooting skills: ability to critically think and solve problems independently until escalation may be required.
  • Experience with Active Directory, machine access changes, and various authorization controls.
  • Direct Microsoft 365 experience is required, including knowledge of Azure AD.
  • Enterprise Architecture: troubleshooting user mailboxes, public folders, creating/updating distribution groups and security groups.
  • Experience in setting up, maintaining, and troubleshooting office devices (Laptops, smartphones, printers, etc.)
  • Ability to isolate problems with end user devices and infrastructure.
  • Mobile Device Management – enrolling users on corporate mobile devices and BYOD profiles. Direct experience with iPhones is a plus.
  • Creating, using, and updating scripts – Powershell is a plus – to automate daily tasks.
  • Networking fundamentals – basic troubleshooting of connectivity on workstations and servers.
  • Experience in videoconferencing solutions and end-user support (Teams, Webex, etc.)
  • Strong working knowledge of Microsoft Office suite (PowerPoint, Excel, Word, Outlook)
  • Experience with RMM solutions (Teamviewer, Kaseya, Solarwinds, etc.) is a plus.
  • Experience with ticketing systems (e.g. Zendesk, Jira Service Desk, ServiceNow, etc.).
  • Max. file size: 300 MB.
  • Please complete the math question to prove you are human.

Related Jobs

Director, Customer Care   remote, United States of America new
May 23, 2024
Product Manager, Hotel Reservation System   Remote US, United States of America
May 7, 2024
Sr. Network Engineer (Datacenter)   Dallas, United States of America
April 4, 2024
Databricks Architect   Remote, United States of America
April 1, 2024
Validation Lead – Pharma/BioTech focused   Hybrid in Princeton, NJ, United States of America
March 13, 2024