Hybrid IT Support Analyst - Helpdesk & End-User Tech

Valid8 Financial, Inc.; Dallas (TX); Hybrid; USD 52,000 - 72,000; Full time

Benefits offered by this job

401(k) matching plan

Paid time off

Regular company social events

Hybrid work schedule

Weekly catered lunches

Job summary

Tax Advisors Group (TAG) is seeking an IT Help Desk professional to support our hybrid workforce in the DFW area. You will resolve software, hardware, and connectivity issues for remote and in-office staff, manage tickets, and assist with onboarding and offboarding.

Ideal candidates have 1–3 years in IT support, knowledge of Microsoft 365, Azure AD, Intune/Autopilot, and strong customer service skills. A degree in IT or related field is preferred.

Qualifications

• 1-3 years of experience in IT help desk, desktop support, or a similar technical support role, ideally within financial services or professional services
• Working knowledge of Microsoft 365 administration, Azure AD, and Windows environments
• Experience with endpoint management tools such as Intune or Autopilot
• Familiarity with basic networking concepts (connectivity troubleshooting, VPN, Wi-Fi)
• Understanding of data privacy and compliance considerations when handling sensitive client information
• Strong customer service skills with the ability to explain technical issues in plain language
• Experience managing multiple tickets or projects simultaneously with competing deadlines and service-level expectations
• Detail-oriented approach to documentation and asset tracking
• Comfortable working with remote/hybrid teams and coordinating across departments and outside vendors
• Ability to occasionally lift and move IT equipment for hardware setup and repairs
• Associate's or bachelor's degree in IT, computer science, business, finance, or accounting-related field preferred; equivalent experience considered
• Prior experience in professional services, tax, or accounting environments a plus

Responsibilities

• Serve as first point of contact for technical issues submitted via ticketing system, email, phone, or in person
• Triage reported software problems, validate urgency, reproducibility, completeness, and impact to business
• Troubleshoot and resolve issues across Microsoft 365, Adobe, and tax/accounting software
• Diagnose and repair hardware including printers, high-volume scanners, docking stations, and monitors
• Support hybrid and remote employees through remote desktop tools for connectivity and performance issues
• Escalate unresolved or complex issues to the Sr. System Administrator or outside vendors according to defined escalation guidelines
• Handle client and employee tax data with care in line with firm compliance and data-security standards
• Execute new hire technical setup: Azure AD account creation, mailbox configuration, and hardware assignment
• Process offboarding to fully deprovision access on employees' last day
• Handle password resets, MFA resets, and permission changes for shared folders and SharePoint
• Build and maintain an internal knowledge base and user-facing how-to guides
• Confirm all networked devices have active antivirus and are current on updates
• Identify and report phishing attempts, and educate staff on basic cybersecurity practices
• Maintain full hardware asset inventory from purchase through retirement
• Support the Sr. System Administrator with PC imaging and provisioning through Intune/Autopilot
• Physically set up new workstations with company email and security apps
• Maintain conference room AV and provide live support for board meetings and client presentations
• Coordinate directly with external vendors and carriers on hardware, software, and telecom issues
• Recommend IT purchases or process improvements based on recurring issues and staff needs
• Own project timelines for IT initiatives (system rollouts, tool migrations, office upgrades), keeping work on track against deadlines and measured against agreed service levels
• Report status and key metrics (ticket volume, resolution time, project milestones) to stakeholders on a set schedule
• Set clear deliverables and deadlines for cross-functional partners on tech initiatives, and follow up to hold the team accountable
• Coordinate smaller initiatives from planning through completion, looping in the right people at the right time
• Flag risks or delays early so leadership can make decisions before deadlines slip

Skills

Microsoft 365 administration

Azure AD

Windows environments

Intune/Autopilot

Customer service

Ticket management

Documentation

Remote/hybrid teamwork

Education

Associate's or bachelor's degree in IT or related field

Tools

Intune

Autopilot

VPN

Remote desktop tools

Job description

Tax Advisors Group (TAG) is seeking an IT Help Desk professional to support our hybrid workforce in the DFW area. You will resolve software, hardware, and connectivity issues for remote and in-office staff, manage tickets, and assist with onboarding and offboarding.

Ideal candidates have 1–3 years in IT support, knowledge of Microsoft 365, Azure AD, Intune/Autopilot, and strong customer service skills. A degree in IT or related field is preferred.