IT Support Analyst - onsite Plano, TX - MS365/Teams, MDM (iPhones and iPads) & Jira

Welltower™ Inc. (NYSE:WELL) • Plano, TX

1d • Onsite

About The Position

We are looking for a highly motivated, enthusiastic, and energetic candidate to join a high-performing IT team in our Plano, TX office. The ideal candidate will help deliver exceptional end-user support through a customer-centric IT Service Desk model focused on incident resolution, communication, and continuous service improvement. This is a hands-on position that requires technical skills that are necessary to troubleshoot, support, and administer a wide range of technologies used within the company. The IT Support Analyst will work closely with the rest of the Technology and Infrastructure team, reporting to the Director, Service Management.

Requirements

• Bachelor’s degree in Information Systems or related field or equivalent work experience is required.
• 3-5 years of relevant work experience is required.
• Jira Service Management Ticketing System
• Experience working in a high-volume Service Desk or IT Call Center environment.
• Familiarity with ITIL or HDI service management frameworks and best practices.
• Windows 10 and 11 operating systems experience
• Hardware support for laptops, desktops, printers, and peripherals
• Mobile Device Management (MDM) for iOS devices (iPhones and iPads)
• Microsoft 365 services including Exchange Online, OneDrive for Business, Teams, and SharePoint
• Microsoft Teams Voice, Zoom, Zoom Rooms, and enterprise collaboration technologies
• Strong verbal communication and customer de-escalation skills.
• Experience meeting SLA, first-call resolution, and customer satisfaction metrics.
• Experience supporting users remotely using enterprise remote support tools.

Nice To Haves

• CompTIA A+, Network+, Security+
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Microsoft Certified: Azure Fundamentals
• ITIL Foundation Certification
• HDI Support Center Analyst (HDI-SCA) or similar Service Desk certification

Responsibilities

• Serve as the first point of contact for IT support requests via phone, chat, email, and self-service channels, delivering a high-quality customer experience.
• Provide professional call handling, including active listening, issue triage, troubleshooting, and clear communication throughout the support lifecycle.
• Utilize the Jira Service Management ticketing system to track, manage, and resolve support requests, ensuring timely updates and communication with end-users.
• Adhere to established Service Level Agreements (SLAs) and prioritize incidents and requests based on business impact and urgency.
• Diagnose and resolve hardware, software, and network issues efficiently to minimize downtime.
• Deliver professional phone and remote support by actively troubleshooting issues, communicating clearly, and providing timely follow-up to end users.
• Monitor ticket queues and phone queues to ensure response and resolution targets are consistently achieved.
• Contribute to Knowledge Base articles, standard operating procedures, and self-service documentation to improve first-call resolution rates.
• Build positive relationships with end-users by demonstrating patience, empathy, and a customer-focused attitude.
• Identify trends in recurring incidents and collaborate with IT teams to support problem management initiatives.
• Support Microsoft 365 technologies including Exchange Online, OneDrive for Business, Microsoft Teams, Teams Voice, and related collaboration platforms.
• Stay current with emerging technologies and industry best practices to proactively recommend improvements.
• Configure, deploy, and manage Windows and mobile endpoints using Microsoft Intune, Autopilot, and enterprise device management solutions.
• Take full ownership of assigned tasks and see them through to completion with minimal supervision.
• Ensure compliance with company IT policies, security protocols, and best practices.
• Demonstrate reliability and accountability in all aspects of work.
• Perform all other duties as assigned

Benefits

• Competitive Base Salary + Annual Bonus
• Generous Paid Time Off and Holidays
• Employee Stock Purchase Program – purchase shares at a 15% discount
• Employer-matching 401(k) Program + Profit Sharing Program
• Student Debt Program – we’ll contribute up to $10,000 towards your student loans!
• Tuition Assistance Program
• Comprehensive and progressive Medical/Dental/Vision options
• Professional Growth

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree