Desktop Support Analyst - Irving, Texas

Reprise Financial; United States; Hybrid; USD 70,000 - 75,000; Full time

Benefits offered by this job

Health, dental, vision coverage

HSA contributions

401(k) Safe Harbor Match

Paid time off & holidays

Floating holidays

Paid parental leave (12 weeks)

Bonus opportunities

Robust tech package

Job summary

Reprise Financial is seeking a Desktop Support Analyst I to be the first point of contact for end-user technology issues across a largely remote workforce.

You will support Windows and Mac devices via Intune and JAMF, triage Defender alerts, and document resolutions in Jira and Zoho ManageEngine Service Desk Plus. Remote support via TeamViewer and in-person help at the Irving, TX office will be provided, with executive support responsibilities included.

Qualifications

• 2+ years in technical help desk or customer-facing tech role.
• Experience with Windows and macOS environments and Microsoft 365 apps.
• Familiar with Intune or JAMF and remote-support tools (TeamViewer).
• Strong communication and documentation skills.
• Certifications (e.g., CompTIA A+) are a plus.

Responsibilities

• Provide first-level support via phone, TeamViewer remote sessions, email, and in-person for a largely remote workforce.
• Troubleshoot Windows and Mac hardware, software, and peripherals; escalate complex issues with complete documentation.
• Support devices enrolled in Intune (Windows) and JAMF (Mac) including basic Defender triage before escalation.
• Stage, image, and deploy end-user devices for onboarding and refresh cycles.
• Document incidents, requests, and resolutions in Jira and Service Desk Plus.
• Provide direct support to senior executives and leadership with a high-touch experience.
• Support onboarding/offboarding, conference-room technology, and IT asset inventory tracking.
• Follow security, access, and change-management procedures including GLBA and PCI-DSS.

Skills

Windows

macOS

Microsoft 365

TeamViewer

Documentation

Communication

Education

High school diploma

Associate degree preferred

CompTIA A+

Tools

Intune

JAMF

Jira

Zoho ManageEngine Service Desk Plus

TeamViewer

Job description

About the role

As a Desktop Support Analyst I, you will be the first point of contact for end-user technology issues across a fleet managed with Microsoft Intune (Windows) and JAMF (Mac), supporting a team that handles roughly 120-150 tickets per week through Jira and Service Desk Plus (Zoho ManageEngine). Given Reprise’s ~90% remote workforce, you’ll provide remote support primarily via TeamViewer, alongside in-person support at the Irving office, including direct support to senior executives. This is an excellent entry point for building broad technical skills in a fast-paced, service-oriented environment.

Key Responsibilities

• Provide first-level support via phone, TeamViewer remote session, email, and in-person for a largely remote workforce.
• Troubleshoot Windows and Mac hardware, software, and peripheral issues; escAllate complex issues to Desktop Support Analyst II or other teams with complete documentation.
• Support and maintain devices enrolled in Intune (Windows) and JAMF (Mac Mobile Device Management), including basic triage of Microsoft Defender for Endpoint alerts before escalating to Desktop Support Analyst II or Security.
• Stage, image, and deploy end-user devices, including for onboarding and equipment refresh cycles.
• Document all incidents, requests, and resolutions accurately in Jira and Service Desk Plus.
• Provide direct support to senior executives and leadership, ensuring a high-touch, responsive experience.
• Support onboarding/offboarding processes, conference-room technology, and IT asset inventory tracking.
• Follow security, access, and change-management procedures, including data-handling requirements tied to GLBA and PCI-DSS.

Skills, Knowledge, and Expertise

• High school diploma or equivalent; associate degree or relevant technical coursework preferred.
• 2+ years of experience in technical/help desk support or a comparable customer-facing technical role.
• Familiarity with Windows and macOS environments and Microsoft 365 applications, including SharePoint Online, Power BI, Word, and Outlook.
• Basic understanding of MDM concepts (Intune or JAMF) and remote-support tooling (e.g., TeamViewer).
• Comfortable supporting a majority-remote workforce and senior executives with a professional, service-first approach.
• Relevant certifications (e.g., CompTIA A+) are a plus; hands-on experience is valued equally.
• Strong communication, documentation, and task-prioritization skills.

Location

This position offers a hybrid work arrangement, allowing team members to split their time between our office and remote work. You’ll have the flexibility to work in our office located in Irving, TX while also enjoying the option to work remotely on certain days. This balance promotes collaboration and provides the freedom to choose your ideal work environment. All team members must reside in one of our approved locations by their start date.

Compensation

For this role our salary range is $70,000 to $75,000, depending on relevant experience. This role will also be eligible to receive a variable annual bonus based on both company and individual performance.

Benefits That Support Your Success

• Stay Healthy & Happy : Comprehensive medical, dental, and vision coverage, contributions to a Health Savings Account (HSA), and access to an Employee Assistance Program (EAP) to support your mental health and overall well-being.
• Secure Your Future : Plan ahead with our 401(k) program, featuring a Safe Harbor Match (100% of the first 3% and 50% of the next 2%).
• Time That Works for You : Recharge with accrued time off, company holidays, sick time, and 3 floating holidays -perfect for celebrating your birthday, your dog’s birthday, or just a random Tuesday!
• Support for Growing Families : Our 12-week Paid Parental Leave ensures you have the time and support to focus on your family during life’s biggest moments.
• Competitive Rewards : Market-driven salary and bonus opportunities ensure your hard work is recognized and rewarded.
• Tools for Success : Stay connected and productive with a robust tech package designed to help you deliver your best every day.

Our Core Values

• Pursue Excellence: We strive for the highest quality, ensuring our tools and services truly aid in our customers’ success.
• Make a Meaningful Impact: We focus on delivering outcomes that genuinely improve financial well-being.
• Commit to Innovation: Our innovative approach keeps us at the forefront of providing effective financial tools.
• Champion the Customer: We prioritize our customers’ financial goals, tailoring our tools to meet their unique needs.
• Collaborate with Purpose: Our teamwork drives us to develop superior solutions that empower customers.
• Lead with Kindness: Respect and empathy are central to our operations, creating a supportive environment for success.

Equal Employment Opportunity Employer

At Reprise Financial, we are dedicated to fostering an inclusive community where every individual is valued. We are an Equal Employment Opportunity employer- ensuring that all qualified applicants and employees receive consideration for employment without regard to age, race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

We believe that diversity strengthens our organization and drives innovation, and we are committed to creating a workplace that reflects the rich variety of our communities.