IT Support Analyst — End-User Tech & VIP Help

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 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.