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.

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IT Support Analyst