IT Support Analyst at The Loan Store in Plano, TX

IT SUPPORT ANALYST Full Time · Location: Plano, TX, US Location: Plano, Texas (On-Site)  Department: Information Technology  Reports To: CIO  Employment Type: Full-Time Position Summary 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.   Required Qualifications • 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. Preferred Qualifications • 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.