IT Support Analyst - MS365/Teams, MDM (iPhones and iPads) & Jira
On-site · Plano, Texas, United States
Job Summary
Provide end-user IT support via a customer-centric Service Desk model focused on incident resolution and communication. Troubleshoot, support, and administer a wide range of technologies including Microsoft 365 (Exchange Online, OneDrive, Teams), Jira Service Management, and mobile endpoints managed by Intune/Autopilot. Deliver remote and on-site assistance from Plano, TX, while adhering to SLAs, documenting knowledge, and contributing to self-service resources. Build strong relationships with users, identify trends for problem management, and stay current with IT best practices.
Required Qualifications
- Bachelor’s degree in Information Systems or related field or equivalent work experience
- 3-5 years of relevant work experience
- Experience with Jira Service Management ticketing system
- Familiarity with ITIL or HDI service management frameworks
- 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
- Preferred Certifications: 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
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