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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Analyst - onsite Plano, TX - MS365/Teams, MDM (iPhones and iPads) & Jira - **Company:** Welltower Inc - **Location:** Plano, TX, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Apple IOS, JIRA, Microsoft Azure, Microsoft Online Services, Collaborative Software, Information Systems, Desktop Computing, Issue Tracking Systems, Remote Service Software, Microsoft SharePoint, Office365, Peripherals, Microsoft InTune, Deployment Automation, Laptops - **Published:** May 30, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=0a3e55f3a5c7413f ## About the Role Do you have experience in iOS?, Do you have a Bachelor's degree?, Education: Bachelor's degree in Information Systems or related field or equivalent work experience is required. Experience: 3-5 years of relevant work experience is required. The ideal candidate will have experience with the following technologies: * Jira Service Management Ticketing System * Experience working in a high-volume Service Desk or IT Call Center environment. * Familiarity with ITIL or HDI service management frameworks and best practices. * 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 collaboration technologies * Strong verbal communication and customer de-escalation skills. * Experience meeting SLA, first-call resolution, and customer satisfaction metrics. * 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 credentials relevant to the position. ## Description We are looking for a highly motivated, enthusiastic, and energetic candidate to join a high-performing IT team in our Plano, TX office. The ideal candidate will help deliver exceptional end-user support through a customer-centric IT Service Desk model focused on incident resolution, communication, and continuous service improvement. This is a hands-on position that requires technical skills that are necessary to troubleshoot, support, and administer a wide range of technologies used within the company. The IT Support Analyst will work closely with the rest of the Technology and Infrastructure team, reporting to the Director, Service Management., * Serve as the first point of contact for IT support requests via phone, chat, email, and self-service channels, delivering a high-quality customer experience. * 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, and resolve support requests, ensuring timely updates and communication with end-users. * Adhere to established Service Level Agreements (SLAs) and prioritize incidents and requests based on business impact and urgency. * Diagnose and resolve hardware, software, and network issues efficiently to minimize downtime. * Deliver professional phone and remote support by actively troubleshooting issues, communicating clearly, and providing timely follow-up to end users. * Monitor ticket queues and phone queues to ensure response and resolution targets are consistently achieved. * Contribute to Knowledge Base articles, standard operating procedures, and self-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 to support problem management initiatives. * Support Microsoft 365 technologies including Exchange Online, OneDrive for Business, Microsoft Teams, Teams Voice, and related collaboration platforms. * Stay current with emerging technologies and industry best practices to proactively recommend improvements. * Configure, deploy, and manage Windows and mobile endpoints using Microsoft Intune, Autopilot, and enterprise device management solutions. * Take full ownership of assigned tasks and see them through to completion with minimal supervision. * Ensure compliance with company IT policies, security protocols, and best practices. * 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 a comprehensive listing of activities, duties, or responsibilities that are required of this employee for this job. 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