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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Analyst - **Company:** The Loan - **Location:** Plano, TX, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Business Software, Cyber Security, Customer Data Management, Identity and Access Management, Network Connections, Azure Active Directory, Phishing, Single Sign-On, Software Deployment, User Provisioning Software, Software Vulnerability Management, Enterprise Software Applications, ServiceNow IT Service Management, Office365, Peripherals, Computer Equipment - **Published:** July 11, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=0b5751ecd1340610 ## About the Role * 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., * 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. ## Description 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. Essential Responsibilities * 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. ## Related Videos - [Checkmate: 5 Real Incidents That Can End a Software Company](https://www.wearedevelopers.com/videos/100126-checkmate-5-real-incidents-that-can-end-a-software-company) - [Passkeys: Truly Phishing-Resistant? 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