IT Support Analyst

NorthMark Strategies; Houston (TX); On-site; USD 52,000 - 78,000; Full time

Job summary

NorthMark Strategies seeks an IT Support Analyst to deliver end-user support (Tier 1) with occasional Tier 2. You will report to the IT Support Manager and work across NorthMark and group offices in Houston to resolve IT issues promptly.

Responsibilities include configuring devices, managing incidents in the ticketing system, coordinating with vendors, and supporting video conferencing systems while upholding security and reliability.

Qualifications

• 1–3 years of endpoint and infrastructure support experience.
• Ability to multi-task with strong attention to detail.
• Excellent communication, both technical and non-technical.

Responsibilities

• Provide 1st and 2nd level end-user support for office devices and technology.
• Set up workstations, laptops, and mobile devices.
• Track incidents in the ticketing system from start to finish.
• Escalate issues to Tier 2/3 as needed and coordinate resolutions.
• Provision devices for onboarding and retire devices during offboarding.
• Maintain IT asset documentation and inventory levels.
• Manage software/hardware inventory and coordinate purchases with vendors.
• Collaborate with IT Support Operations Manager to improve desktop services.
• Support video conferencing rooms and systems.
• Train staff on devices and core enterprise software.
• Occasional after-hours work for infrastructure updates.
• Communicate changes and outages to staff.

Skills

Customer service

Team player

Multi-tasking

Communication

VIP support

Problem solving

Curiosity

Tools

Active Directory

Microsoft 365

Azure AD

ITIL

SDLC

Zendesk

Jira Service Desk

ServiceNow

RMM tools

Teams

Webex

Job description

NorthMark Strategies is a leading investment firm, combining capital, innovation, and engineering to drive long-term value. From operating complex businesses to backing breakthrough technologies, our mission is to build enduring businesses. Our team combines intelligent risk-taking, operational excellence, exceptional talent, and world-class computing capacity to create shareholder value.

Our company offers a dynamic environment where individuals have the freedom to lead companies toward bold achievements by embracing innovation, leveraging technology, and fostering differentiated business strategies. Our values are Integrity, Ability, and Energy, and the company aims to hire individuals who possess those qualities.

At NorthMark Strategies, we believe the future isn’t something to hope for, it’s something to build. We don’t just invest, we create. Bringing together strategic insight and technical horsepower to deliver outcomes that endure.

The Position:

The IT Support Analyst will play an essential role in our IT Support team by providing end-user support (Tier 1), with occasional Tier 2 support as knowledge of the environment is learned. They will report to the IT Support Manager and work with staff at NorthMark & its group companies to ensure all IT issues are solved in a timely and efficient manner. The incumbent ensures our office devices and technology are installed, configured, and maintained properly so our staff can be productive. The support environment involves attendance in our Houston offices 5 days/week. Mondays will be spent at our Greenspoint office in Northwest Houston with the remainder of the week spent at our Galleria office (subject to change based on business needs). Flexible working hours are required as well as out-of-hours on-call (ROTA based) support and includes remote support of international group offices. This role will suit someone with a passion for customer service with a strong technical and methodical approach to any given task. Candidate will exhibit intellectual curiousity in their interest of IT with an aptitude for applying computing concepts and skills to solve real problems.

Responsibilities:

• Provide 1st and 2nd level end-user support for office devices and technology including Laptops, printers, multifunctional devices, smartphones with a focus on customer support. Candidate must truly enjoy helping others and solving problems to succeed in this role.
• Physical setup of workstations, laptops, and smartphones.
• Responsible for working and tracking all incidents and service requests from beginning to resolution within predetermined service levels using the ticketing system.
• Escalate issues (Tier 2 and 3) to the appropriate parties inside or outside the company and track resolution.
• Install, configure, and provision end-user devices for onboarding, as well as secure retirement of devices and removal of company resources during offboarding.
• Utilize IT asset management for documentation and tracking of end user computing equipment, accessories, software licenses and maintain appropriate levels of inventory.
• Manage end-user software & hardware inventory for company offices; initiate, manage and track necessary purchases with our established 3rd party suppliers.
• Work closely with the IT Support Operations Manager to determine and implement solutions to improve efficiency, reliability and security of desktop services and capabilities.
• Set-up and provide user support for our video conferencing rooms and systems.
• Train employees on use of devices and new/upgraded core enterprise software.
• Occasional after-hours work for critical infrastructure updates and changes.
• Proactively communicate all changes, updates, and outages to staff.
• Full-time office attendance in the Greenspoint and Galleria Houston, Texas offices.

Qualifications

• 1-3 years of experience in a similar position providing endpoint and infrastructure support.
• Excellent team player with the ability to positively encourage and influence others.
• Ability to multi-task with strong attention to detail.
• Enjoy working in a fast-paced, agile environment, and resolve unplanned incidents quickly.
• Outstanding communication skills, including the ability to effectively present information in both technical and non-technical terms.
• Ability to maintain a professional service level when dealing with fast-paced end users and VIPs.
• Desire to learn and become familiar with new areas of technology.
• Understanding of ITIL processes preferred
• Knowledge of the Software Development Lifecycle (SDLC)
• IT troubleshooting skills: ability to critically think and solve problems independently until escalation may be required.
• Experience with Active Directory, machine access changes, and various authorization controls.
• Direct Microsoft 365 experience is required, including knowledge of Azure AD.
• Enterprise Architecture: troubleshooting user mailboxes, public folders, creating/updating distribution groups and security groups.
• Experience in setting up, maintaining, and troubleshooting office devices (Laptops, smartphones, printers, etc.)
• Ability to isolate problems with end user devices and infrastructure.
• Mobile Device Management – enrolling users on corporate mobile devices and BYOD profiles. Direct experience with iPhones is a plus.
• Creating, using, and updating scripts – Powershell is a plus – to automate daily tasks.
• Networking fundamentals – basic troubleshooting of connectivity on workstations and servers.
• Experience in videoconferencing solutions and end-user support (Teams, Webex, etc.)
• Strong working knowledge of Microsoft Office suite (PowerPoint, Excel, Word, Outlook)
• Experience with RMM solutions (Teamviewer, Kaseya, Solarwinds, etc.) is a plus.
• Experience with ticketing systems (e.g. Zendesk, Jira Service Desk, ServiceNow, etc.).