IT Support Specialist: MS365, Jira & MDM

Welltower; Plano (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Base salary

Paid time off & holidays

Employee stock purchase program

401(k) with profit sharing

Student debt program

Tuition assistance

Medical/dental/vision coverage

Job summary

Welltower in Plano, TX seeks an IT Support Analyst to deliver end‑user IT support focusing on incident resolution and customer experience. The role involves hands‑on troubleshooting, MS365/Teams administration, MDM for iOS, and Jira Service Management for ticketing.

Key responsibilities include SLA‑driven incident handling, remote support, and knowledge‑base contributions. The ideal candidate has 3–5 years in a service desk and relevant certifications, with a bachelor’s degree or equivalent

Qualifications

• Bachelor's degree in Information Systems or related field or equivalent work experience.
• 3–5 years in a high-volume IT service desk or similar environment.
• Experience with ITIL/HDI service management concepts and best practices.

Responsibilities

• Serve as first point of contact for IT support via phone, chat, email, and self‑service.
• Troubleshoot hardware, software, and network issues, ensuring timely resolutions.
• Utilize Jira Service Management to track, manage, and resolve requests.
• Provide remote support and adhere to SLAs and incident priorities.
• Configure and manage Windows and mobile endpoints with Intune/Autopilot.
• Support Microsoft 365 services including Exchange Online, OneDrive, Teams, and SharePoint.
• Contribute to KBs and SOPs to improve first‑call resolution.
• Maintain security and IT policy compliance; participate in on‑call rotations.

Skills

Customer service

Incident management

Remote support

Communication

Problem solving

Education

Bachelor's degree in Information Systems

Tools

Jira Service Management

Microsoft Intune

Autopilot

Microsoft 365 admin tools

Teams / SharePoint

Job description

Welltower in Plano, TX seeks an IT Support Analyst to deliver end‑user IT support focusing on incident resolution and customer experience. The role involves hands‑on troubleshooting, MS365/Teams administration, MDM for iOS, and Jira Service Management for ticketing.

Key responsibilities include SLA‑driven incident handling, remote support, and knowledge‑base contributions. The ideal candidate has 3–5 years in a service desk and relevant certifications, with a bachelor’s degree or equivalent