IT Support Analyst I - Houston, Texas

Legend Homes•Houston, TX

1d•Hybrid

About The Position

The IT Support Analyst I is the first point of contact for technology support at Camillo Companies, providing Tier-1 Helpdesk service to a 450-plus-user Microsoft 365 environment. Reporting to the Network Security and Support Center Lead, this role owns day-to-day ticket resolution, device provisioning, and routine account administration, escalating complex issues to senior team members. Camillo Companies is a multi-brand real estate organization operating across Houston, Dallas, San Antonio, and Oklahoma under the Legend Homes, Academy Development, SimplyHome, and Bella Vista Homes brands. This is a foundational role on the Technology and Data Security Team, with a defined growth path toward Systems, Network, or Security Administration.

Requirements

Friendly and welcoming demeanor with the ability to maintain professionalism and a strong customer-focused demeanor with demanding clientele.
Excellent time management skills, detail-orientation and ability to multi-task and prioritize work.
Strong decision-making and problem-solving skills, along with advanced conflict resolution skills.
Effective communication and interpersonal skills and proficient in English. Must be able to articulate needs and convey information verbally and in writing effectively with employees, customers, supervisors, and co-workers throughout the organization.
Knowledge of management methods and sound employee relations techniques with an ability to connect to staff, troubleshoot problems and help teams collaborate, as necessary.
Able to work in an equitable, inclusive, and diverse environment. The Camillo Family of Companies are committed to enhancing equity, inclusion, and diversity, including hiring talent from all backgrounds.
Ability to maintain professionalism and a strong customer-focused demeanor with demanding clientele.
Clear written and verbal communication skills, with the ability to explain technical steps to non-technical users at all levels of the organization.
Careful attention to detail and consistent documentation habits.
Ability to manage and prioritize multiple open tickets in a fast-paced environment.
Ability to travel between Camillo office locations as needed.
High school diploma or equivalent required.
0-2 years of experience in IT Helpdesk, technical support, or a customer-facing service role; internship, coursework, or lab-based experience will be considered.
Working familiarity with Windows operating systems, Microsoft 365 applications, and basic networking concepts required.

Nice To Haves

Associate’s degree in Information Technology or relevant field preferred; relevant coursework will be considered.
CompTIA A+ or a comparable entry-level certification, or willingness to obtain one within the first year preferred.
Exposure to ticketing systems such as Freshservice, and to endpoint management tools such as Intune preferred.
Experience supporting users across multiple office locations preferred.

Responsibilities

Serve as the first point of contact for end-user IT support requests, logging, triaging, and resolving tickets in Freshservice within established response and resolution targets.
Troubleshoot hardware, software, printing, and connectivity issues for users across all Camillo office locations, both in person and using remote support tools.
Escalate complex network, identity, or security issues to senior team members with clear documentation of troubleshooting steps already completed.
Maintain accurate ticket records and contribute to the IT knowledge base so recurring issues have documented, repeatable resolutions.
Communicate status and expected timelines to users, keeping them informed through to ticket closure.
Provision, image, and deploy laptops and desktops for new hires and scheduled device refreshes, including operating system installation and standard software configuration.
Support endpoint management tasks in Intune and Automox, including patch verification and basic policy troubleshooting.
Install and configure approved software and process software and license requests in line with company standards.
Support mobile device setup for company email and multifactor authentication on iOS and Android devices.
Maintain hardware inventory records, including asset tagging, warranty status, and device assignment tracking.
Collect, prepare, and stage returned or retired devices for reissue or disposal, following documented data-handling procedures.
Perform routine Microsoft 365 and Entra ID account administration, including password resets, multifactor authentication enrollment, and distribution list or security group updates.
Support new hire onboarding and employee offboarding, including account provisioning and deprovisioning, mailbox and OneDrive setup or transfer, and equipment coordination.
Process file share and folder permission requests according to established approval and least-privilege standards.
Assist with basic network equipment installation, including switches, access points, and patch panels, under the direction of senior network staff.
Perform cable management and structured cabling cleanup at desks, in IDF and network closets, and in conference rooms to maintain a safe and organized environment.
Provide basic support for conference room technology and Microsoft Teams meeting setup, escalating advanced audiovisual issues as needed.
Support office moves, desk relocations, and new office or model home technology setups.
Follow all company information security policies and documented procedures and handle user data and credentials confidentially.
Recognize and promptly escalate suspected phishing, malware, and other security concerns reported by users.
Complete assigned security awareness training and reinforce good security practices in day-to-day user interactions.