Desktop Support Analyst - Irving, Texas
About The Position
As a Desktop Support Analyst I, you will be the first point of contact for end-user technology issues across a fleet managed with Microsoft Intune (Windows) and JAMF (Mac), supporting a team that handles roughly 120-150 tickets per week through Jira and Service Desk Plus (Zoho ManageEngine). Given Reprise's ~90% remote workforce, you'll provide remote support primarily via TeamViewer, alongside in-person support at the Irving office, including direct support to senior executives. This is an excellent entry point for building broad technical skills in a fast-paced, service-oriented environment.
Requirements
- High school diploma or equivalent; associate degree or relevant technical coursework preferred.
- 2+ years of experience in technical/help desk support or a comparable customer-facing technical role.
- Familiarity with Windows and macOS environments and Microsoft 365 applications, including SharePoint Online, Power BI, Word, and Outlook.
- Basic understanding of MDM concepts (Intune or JAMF) and remote-support tooling (e.g., TeamViewer).
- Comfortable supporting a majority-remote workforce and senior executives with a professional, service-first approach.
- Relevant certifications (e.g., CompTIA A+) are a plus; hands-on experience is valued equally.
- Strong communication, documentation, and task-prioritization skills.
Responsibilities
- Provide first-level support via phone, TeamViewer remote session, email, and in-person for a largely remote workforce.
- Troubleshoot Windows and Mac hardware, software, and peripheral issues; escalate complex issues to Desktop Support Analyst II or other teams with complete documentation.
- Support and maintain devices enrolled in Intune (Windows) and JAMF (Mac Mobile Device Management), including basic triage of Microsoft Defender for Endpoint alerts before escalating to Desktop Support Analyst II or Security.
- Stage, image, and deploy end-user devices, including for onboarding and equipment refresh cycles.
- Document all incidents, requests, and resolutions accurately in Jira and Service Desk Plus.
- Provide direct support to senior executives and leadership, ensuring a high-touch, responsive experience.
- Support onboarding/offboarding processes, conference-room technology, and IT asset inventory tracking.
- Follow security, access, and change-management procedures, including data-handling requirements tied to GLBA and PCI-DSS.
Benefits
- Comprehensive medical, dental, and vision coverage
- Contributions to a Health Savings Account (HSA)
- Access to an Employee Assistance Program (EAP)
- 401(k) program with Safe Harbor Match (100% of the first 3% and 50% of the next 2%)
- Accrued time off
- Company holidays
- Sick time
- 3 floating holidays
- 12-week Paid Parental Leave
- Market-driven salary and bonus opportunities
- Robust tech package
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
