IT Support Analyst - MS365/Teams, MDM (iPhones and iPads) & Jira

Y-Axis; Plano (TX); Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Employee Stock Purchase Program

401(k) with Profit Sharing

Student Debt Program

Tuition Assistance

Medical/Dental/Vision

Generous PTO & Holidays

Professional Growth

Job summary

Welltower Inc. in Plano, TX seeks an IT Support Analyst to provide end-user support for MS365/Teams, MDM (iPhones/iPads), and Jira. This hands-on role reports to IT leadership and supports a high-velocity service desk environment.

The ideal candidate will have 3–5 years in IT support, strong ticketing discipline, and experience with Intune, Autopilot, and collaboration platforms. A customer-first mindset and commitment to SLAs are essential.

Qualifications

• Bachelor’s degree in Information Systems or related field or equivalent experience.
• 3–5 years of relevant IT support experience required.
• Experience with Jira Service Management in a high-volume Service Desk.
• Familiarity with ITIL/HDI service management frameworks and best practices.
• Strong communication and customer de-escalation skills.

Responsibilities

• Serve as the first point of contact for IT support via phone, chat, email, and self-service.
• Use Jira Service Management to track, manage, and resolve requests with SLAs.
• Diagnose and resolve hardware, software, and network issues efficiently.
• Configure and support Windows endpoints and mobile devices with Intune.
• Maintain knowledge base articles and contribute to SOPs.

Skills

Jira Service Mgmt

Microsoft 365

MDM (iOS)

Windows 10/11

Teams Voice

ITIL

Hardware Troubleshooting

Remote Support

SLA Management

Customer De-escalation

Education

Bachelor's degree in Information Systems or related field

Tools

Microsoft Intune

Autopilot

Exchange Online

OneDrive for Business

SharePoint

Job description

IT Support Analyst - MS365/Teams, MDM (iPhones and iPads) & Jira at Welltower™ Inc. (NYSE:WELL)

Full Time

Start Date

Immediate

Expiry Date

13 Oct, 26

0.0

Posted On

15 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Jira Service Management, Microsoft 365, Microsoft Intune, Mobile Device Management, Windows 10/11, Microsoft Teams Voice, ITIL, Hardware Troubleshooting, Customer De-escalation, Remote Support Tools, Exchange Online, OneDrive for Business, SharePoint, Autopilot, Incident Resolution, SLA Management

Description

Description WELLTOWER – REIMAGINE REAL ESTATE WITH USAt Welltower, we’re transforming how the world thinks about senior living andwellness-focused real estate. As a global leader in residential wellness andhealthcare infrastructure, we create vibrant, purpose-driven communities wherehousing, healthcare, and hospitality converge. Our culture is fast-paced,collaborative, and endlessly ambitious—guided by our mantra: The only easy daywas yesterday.We’re looking for bold, independent thinkers who thrive on challenge, embracecomplexity, and are driven to deliver long-term value. Every team member isempowered to think like an owner, innovate fearlessly, and lead from where theystand. If you're passionate about outcomes and inspired by the opportunity toshape the future of healthcare infrastructure, we want you on our best-in-classteam.

ABOUT THE ROLE

We are looking for a highly motivated, enthusiastic, and energetic candidate tojoin a high-performing IT team in our Plano, TX office. The ideal candidate willhelp deliver exceptional end-user support through a customer-centric IT ServiceDesk model focused on incident resolution, communication, and continuous serviceimprovement. This is a hands-on position that requires technical skills that arenecessary to troubleshoot, support, and administer a wide range of technologiesused within the company. The IT Support Analyst will work closely with the restof the Technology and Infrastructure team, reporting to the Director, ServiceManagement.

KEY RESPONSIBILITIES

• Serve as the first point of contact for IT support requests via phone, chat,email, and self-service channels, delivering a high-quality customerexperience.
• Provide professional call handling, including active listening, issue triage,troubleshooting, and clear communication throughout the support lifecycle.
• Utilize the Jira Service Management ticketing system to track, manage, andresolve support requests, ensuring timely updates and communication withend-users.
• Adhere to established Service Level Agreements (SLAs) and prioritizeincidents and requests based on business impact and urgency.
• Diagnose and resolve hardware, software, and network issues efficiently tominimise downtime.
• Deliver professional phone and remote support by actively troubleshootingissues, communicating clearly, and providing timely follow-up to end users.
• Monitor ticket queues and phone queues to ensure response and resolutiontargets are consistently achieved.
• Contribute to Knowledge Base articles, standard operating procedures, andself-service documentation to improve first-call resolution rates.
• Build positive relationships with end-users by demonstrating patience,empathy, and a customer-focused attitude.
• Identify trends in recurring incidents and collaborate with IT teams tosupport problem management initiatives.
• Support Microsoft 365 technologies including Exchange Online, OneDrive forBusiness, Microsoft Teams, Teams Voice, and related collaboration platforms.
• Stay current with emerging technologies and industry best practices toproactively recommend improvements.
• Configure, deploy, and manage Windows and mobile endpoints using MicrosoftIntune, Autopilot, and enterprise device management solutions.
• Take full ownership of assigned tasks and see them through to completion withminimal supervision.
• Ensure compliance with company IT policies, security protocols, and bestpractices.
• Demonstrate reliability and accountability in all aspects of work.
• Perform all other duties as assigned

OTHER DUTIES

Please note this job description is not designed to cover or contain acomprehensive listing of activities, duties, and responsibilities that arerequired of this employee for this job. Duties, responsibilities, andactivities may change at any time with or without notice.

TRAVEL

No travel required.

ON-CALL/HOLIDAY SUPPORT

This rolewill requirerotationalon-call and Holidaysupport.

MINIMUM REQUIREMENTS

Education:Bachelor’s degree in Information Systems or related field orequivalent work experience is required.

Experience: 3-5yearsof relevant work experience is required. The idealcandidate will have experience with the following technologies:

• Jira Service Management Ticketing System
• Experience working in a high-volume Service Desk or IT Call Centerenvironment.
• Familiarity with ITIL or HDI service management frameworks and bestpractices.
• Windows 10 and 11 operating systems experience
• Hardware support for laptops, desktops, printers, and peripherals
• Mobile Device Management (MDM) for iOS devices (iPhones and iPads)
• Microsoft 365 services including Exchange Online, OneDrive for Business,Teams, and SharePoint
• Microsoft Teams Voice, Zoom, Zoom Rooms, and enterprise collaborationtechnologies
• Strong verbal communication and customer de-escalation skills.
• Experience meeting SLA, first-call resolution, and customer satisfactionmetrics.
• Experience supporting users remotely using enterprise remote support tools.

Preferred Certifications:

• CompTIA A+, Network+, Security+
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Microsoft Certified: Azure Fundamentals
• ITIL Foundation Certification
• HDI Support Center Analyst (HDI-SCA) or similar Service Desk certification

Employment is contingent upon the successful completion of a background check,drug screening, and verification of employment, education, and other credentialsrelevant to the position.

WHAT WE OFFER

• Competitive Base Salary + Annual Bonus
• Generous Paid Time Off and Holidays
• Employee Stock Purchase Program – purchase shares at a 15% discount
• Employer-matching 401(k) Program + Profit Sharing Program
• Student Debt Program – we’ll contribute up to $10,000 towards your studentloans!
• Tuition Assistance Program
• Comprehensive and progressive Medical/Dental/Vision options
• Professional Growth
• And much more!

ABOUT WELLTOWER

Welltower® Inc. (NYSE: WELL) [https://welltower.com/] an S&P 500 company, is theworld's preeminent residential wellness and healthcare infrastructure company. Our portfolio of 1,500+ Seniors and Wellness Housing communities is positioned at the intersection of housing, healthcare, and hospitality, creating vibrant communities for mature renters and older adults in the United States, United Kingdom, and Canada. We also seek to support physicians in our Outpatient Medical buildings with the critical infrastructure needed to deliver quality care. Our real estate portfolio is unmatched, located in highly attractive micro-markets with stunning built environments. Yet, we are an unusual real estate organization as we view ourselves as a product company in a real estate wrapper driven by relationships and unconventional culture. Through our disciplined approach to capital allocation powered by our data science platform and superior operating results driven by the Welltower Business System, we aspire to deliver long-term compounding of per share growth and returns for our existing investors – our North Star. Welltower is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. EOE/AA. Minority/Female/Sexual Orientation/Gender Identity/Disability/Vet

Responsibilities Serve as the first point of contact for IT support requests via phone, chat,email, and self-service channels, delivering a high-quality customerexperience.