IT Support Analyst

The Loan Store, Inc.•Plano, TX

19h•Onsite

About The Position

The IT Support Analyst is responsible for providing hands-on technical support to employees across the organization, ensuring reliable operation of hardware, software, systems, and technology resources. This role serves as a key point of contact for troubleshooting, user support, system access, equipment management, and technology-related requests. The ideal candidate is a customer-focused technology professional who thrives in a fast-paced environment, can effectively prioritize competing requests, and has the ability to independently diagnose and resolve technical issues. This individual will play a key role in supporting employees, maintaining technology infrastructure, and assisting with cybersecurity initiatives. Experience supporting organizations within the mortgage or financial services industry is strongly preferred.

Requirements

2+ years of experience providing IT support in a business environment or equivalent hands-on technical experience.
Strong troubleshooting skills across hardware, software, operating systems, and business applications.
Experience supporting Microsoft Windows environments and Microsoft 365 applications.
Familiarity with Active Directory, user provisioning, permissions management, and endpoint support.
Ability to diagnose and resolve technical issues while providing a high level of customer service.
Strong communication skills with the ability to explain technical concepts to non-technical users.
Ability to prioritize multiple requests, manage competing deadlines, and work independently.
Strong attention to detail and commitment to maintaining accurate documentation.

Nice To Haves

Experience supporting technology within the mortgage, lending, banking, financial services, or other highly regulated industries, including familiarity with Fannie Mae and Freddie Mac guidelines, systems, or workflows is strongly preferred.
Familiarity with mortgage-specific applications, platforms, or workflows.
Experience supporting cybersecurity initiatives, including phishing prevention, endpoint security, access controls, vulnerability management, or security awareness programs.
Knowledge of identity and access management concepts, including Microsoft Entra ID (Azure Active Directory) and single sign-on (SSO).
Experience with IT ticketing systems and asset management tools.
Relevant technical certifications (such as CompTIA A+, Network+, Security+, Microsoft certifications, or similar) are a plus.

Responsibilities

Provide on-site technical support for employees, including troubleshooting hardware, software, network connectivity, and system access issues.
Serve as the primary point of contact for IT support requests and provide timely resolution or escalation as needed.
Install, configure, maintain, and troubleshoot laptops, monitors, printers, mobile devices, and other technology equipment.
Support employee onboarding and offboarding processes, including equipment provisioning, account setup, access management, and asset tracking.
Assist with administration and troubleshooting of Microsoft 365, Active Directory/Microsoft Entra ID, single sign-on (SSO), and other enterprise applications.
Manage and maintain IT tickets, ensuring accurate documentation, communication, and timely follow-up.
Partner with internal teams and external vendors to resolve technical issues and improve technology processes.
Assist with software deployments, system updates, and technology rollouts.
Support cybersecurity initiatives, including security awareness efforts, endpoint protection, access controls, and incident response procedures.
Identify potential security risks and escalate suspicious activity or vulnerabilities according to established protocols.
Maintain IT documentation, including procedures, knowledge articles, and system inventories.
Participate in technology projects and process improvement initiatives.
Provide excellent customer service while maintaining professionalism and confidentiality when handling company and employee information.