IT Support Analyst

ADP, Inc.; Plano (TX); On-site; USD 50,000 - 62,000; Full time

Job summary

ADP, Inc. in Plano, TX is seeking an IT Support Analyst to provide hands-on technical support for employees, ensuring reliable operation of hardware, software, and systems. The role supports onboarding/offboarding, equipment provisioning, and access management on-site.

The ideal candidate will have 2+ years of IT support experience, strong Windows 365/AD skills, and the ability to prioritize multiple requests while maintaining confidentiality and excellent customer service.

Qualifications

• 2+ years of IT support experience in a business environment or equivalent hands-on technical experience.
• Strong troubleshooting across hardware, software, OS, and business applications.
• Experience supporting Microsoft Windows environments and Microsoft 365 applications.
• Familiarity with Active Directory, user provisioning, permissions, and endpoint support.
• Ability to diagnose and resolve technical issues with high level of customer service.
• Strong communication skills to explain technical concepts to non-technical users.
• Ability to prioritize multiple requests and work independently.
• Maintain accurate IT documentation and ticketing records.

Responsibilities

• Provide on-site technical support for hardware, software, network connectivity, and system access issues.
• Serve as the primary IT support contact and escalate when needed.
• Install, configure, and troubleshoot laptops, monitors, printers, mobile devices, and equipment.
• Assist with onboarding/offboarding including provisioning, access management, and asset tracking.
• Assist with administration of Microsoft 365, AD Entra ID, SSO, and enterprise apps.
• Manage IT tickets with accurate documentation and timely follow-up.
• Collaborate with internal teams and vendors to resolve issues and improve processes.
• Support software deployments, system updates, and technology rollouts.
• Assist cybersecurity initiatives, including awareness, endpoint protection, and access controls.

Skills

Customer service

Troubleshooting

Windows OS

Microsoft 365

Active Directory

On-site support

IT ticketing

Endpoint security

Communication

Tools

Microsoft 365

Active Directory

Microsoft Entra ID

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

IT Support Analyst

Full Time Plano, TX, US

30+ days ago Requisition ID: 1023

Location: Plano, Texas (On-Site)
Department: Information Technology
Reports To: CIO
Employment Type: Full-Time

Position Summary

The IT Support Analyst is responsible for providing hands‑on technical support to employees across the organization, ensuring reliable operation of hardware, software, systems, and technology resources. This role serves as a key point of contact for troubleshooting, user support, system access, equipment management, and technology‑related requests.

The ideal candidate is a customer‑focused technology professional who thrives in a fast‑paced environment, can effectively prioritize competing requests, and has the ability to independently diagnose and resolve technical issues. This individual will play a key role in supporting employees, maintaining technology infrastructure, and assisting with cybersecurity initiatives. Experience supporting organizations within the mortgage or financial services industry is strongly preferred.

• Provide on‑site technical support for employees, including troubleshooting hardware, software, network connectivity, and system access issues.
• Serve as the primary point of contact for IT support requests and provide timely resolution or escalation as needed.
• Install, configure, maintain, and troubleshoot laptops, monitors, printers, mobile devices, and other technology equipment.
• Support employee onboarding and offboarding processes, including equipment provisioning, account setup, access management, and asset tracking.
• Assist with administration and troubleshooting of Microsoft 365, Active Directory/Microsoft Entra ID, single sign‑on (SSO), and other enterprise applications.
• Manage and maintain IT tickets, ensuring accurate documentation, communication, and timely follow‑up.
• Partner with internal teams and external vendors to resolve technical issues and improve technology processes.
• Assist with software deployments, system updates, and technology rollouts.
• Support cybersecurity initiatives, including security awareness efforts, endpoint protection, access controls, and incident response procedures.
• Identify potential security risks and escalate suspicious activity or vulnerabilities according to established protocols.
• Maintain IT documentation, including procedures, knowledge articles, and system inventories.
• Participate in technology projects and process improvement initiatives.
• Provide excellent customer service while maintaining professionalism and confidentiality when handling company and employee information.

Required Qualifications

• 2+ years of experience providing IT support in a business environment or equivalent hands‑on technical experience.
• Strong troubleshooting skills across hardware, software, operating systems, and business applications.
• Experience supporting Microsoft Windows environments and Microsoft 365 applications.
• Familiarity with Active Directory, user provisioning, permissions management, and endpoint support.
• Ability to diagnose and resolve technical issues while providing a high level of customer service.
• Strong communication skills with the ability to explain technical concepts to non‑technical users.
• Ability to prioritize multiple requests, manage competing deadlines, and work independently.
• Strong attention to detail and commitment to maintaining accurate documentation.

Preferred Qualifications

• Experience supporting technology within the mortgage, lending, banking, financial services, or other highly regulated industries, including familiarity with Fannie Mae and Freddie Mac guidelines, systems, or workflows is strongly preferred.
• Familiarity with mortgage‑specific applications, platforms, or workflows.
• Experience supporting cybersecurity initiatives, including phishing prevention, endpoint security, access controls, vulnerability management, or security awareness programs.
• Knowledge of identity and access management concepts, including Microsoft Entra ID (Azure Active Directory) and single sign‑on (SSO).
• Experience with IT ticketing systems and asset management tools.
• Relevant technical certifications (such as CompTIA A+, Network+, Security+, Microsoft certifications, or similar) are a plus.

Knowledge, Skills, and Abilities

• Strong customer service mindset with the ability to support employees at all technical skill levels.
• Ability to analyze problems, identify root causes, and implement effective solutions.
• Understanding of cybersecurity principles and the importance of protecting company and customer data.
• Ability to handle confidential information with discretion.
• Strong organizational skills with the ability to adapt quickly in a growing and changing organization.
• Ability to work collaboratively while also taking ownership of assigned responsibilities.

Physical Requirements

• Ability to work on‑site in a corporate office environment.
• Ability to lift and move computer equipment and peripherals as needed.
• Ability to sit, stand, walk, and work at a computer for extended periods.