IT Support Analyst

About the Role

We are seeking a technically motivated IT Support Analyst to join our IT team. This role serves as the first point of contact for employee IT support, providing both in-office and remote assistance to ensure a seamless technology experience.

The ideal candidate will have a strong interest in business apps (Microsoft 365), Identity (Entra ID), and MDM (InTune), with an opportunity to grow in a logistics focused IT environment. This role primarily focuses on end-user support, with opportunities to assist in endpoint, identity, and security administration as experience grows.

**This position is onsite in Denton TX, hours are 7 AM to 4 PM CST Monday to Friday. After 90 days you are eligible to get one work from home day on Tuesdays. Two years in you are eligible to do two work from home days anyday Monday to Friday.**

What You’ll Do:

End User Support (Onsite & Remote)

• Provide front-line technical support to employees via phone, chat, RMM tools, ticketing system.
• Troubleshoot and resolve issues related to:
• Workstations, laptops, and peripherals
• Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint)
• Deliver excellent customer service with clear communication and timely updates
• Support line of business apps as required
• Provide occasional after-hours/weekend support for emergency cases or IT projects only. (no formal on-call rotation)
• Other technically specialized duties as assigned

What You’ll Know

1.Microsoft 365 & Identity Support

• Entra ID User/Group provisioning - onboarding/offboarding
• Microsoft 365 licensing and troubleshooting
• Exchange Online mailbox administration
• Multi-Factor Authentication (MFA)

2.Endpoint Management (InTune + RMM tools)

• Device enrollment and management
• Maintenance of policies, applications, and configurations deployed to endpoints
• Device compliance and access restrictions
• Windows Autopilot
• Maintain endpoint security posture through updates, antivirus status, and policy enforcement
• Work with IT staff on improving endpoint management processes

3.Device Setup & Support

• New laptops, desktops, and mobile device deployment
• Troubleshoot hardware and software issues for both onsite and remote users

4.Ticket & Service Desk Operations

• Log, categorize, and prioritize incoming support requests
• Resolve support issues and escalate more complex problems when needed
• Maintain thorough documentation of issues, resolutions, and processes
• Identify recurring issues and communicate trends and suggested solutions to IT leadership

5.Documentation & Continuous Improvement

• Contribute to internal knowledge base and user support documentation
• Assist in improving onboarding, offboarding, and support workflows
• Support adoption of best practices related to identity, access, and endpoint security

What We Look For:

Required Qualifications

• 2+ years of IT support experience
• Associates degree or higher in a relevant subject area
• Understanding & experience of the outlined technology areas above
• Strong customer service, communication, and problem-solving skills
• Experience directly supporting company leaders
• Ability to support both onsite and remote employees effectively
• Experience with IT ticketing systems

Preferred Qualifications

• Experience with or familiarity in:
• Automating common support workflows is a plus
• Azure infrastructure familiarity is a plus
• Coding experience is a plus
• Entra ID Conditional Access & Sign-In log troubleshooting
• CompTIA A+ or similar certification is a plus
• Microsoft certifications are a plus
• Past experience in logistics is a plus

What Makes You a Great Fit

• You enjoy helping people and solving technical problems
• You are patient, organized, and responsive
• You are eager to learn modern IT and security practices
• You take ownership of issues and escalate appropriately

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Optional voluntary insurance products (disability, accident, critical illness, hospital indemnity, additional life insurance)
• 401k + Company Match
• 20 Accrued Days Paid Time off First Year
• Sick Days
• 6 Paid Holidays
• Maternity + Parental Leave
• Supplemental Insurance
• Life Insurance
• Smart casual attire
• Career Growth Opportunities

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.