First Title & Escrow

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The IT Support Analyst provides frontline technical support to end users across the organization. This role is responsible for troubleshooting hardware, software, networking, and application issues; maintaining IT systems; ensuring secure and efficient operations; and delivering a positive customer experience. The analyst partners closely with IT leadership to support system reliability, user productivity, and organizational technology initiatives. - Serve as the escalation point of contact for help desk tickets. - Diagnose and resolve issues related to Windows/Mac devices, Microsoft 365, printers, mobile devices, and business applications. - Provide remote and on-site support (where applicable) for users across all locations. - Educate users on best practices and self-service resources. - Support enterprise and line-of-business systems (e.g., TPS, ERP, production applications). - Troubleshoot software issues, escalate to vendors as appropriate, and validate resolution. - Assist with software installations, updates, license management, and configuration documentation. - Create, modify, and disable user accounts in Active Directory, Microsoft 365/Entra ID, and other systems. - Enforce security policies including MFA, password resets, device compliance, and least-privilege access. - Assist with monitoring and responding to security alerts. - Configure, image, deploy, and maintain laptops, desktops, and peripherals as a backup to our MSP. - Maintain IT inventory, asset tracking, hardware lifecycle, and provisioning/deprovisioning processes. - Support conference room technology, VoIP phones, and audiovisual systems. - Troubleshoot basic network issues (Wi-Fi, VPN, DHCP, DNS, IP conflicts). - Monitor uptime for critical systems and escalate issues to IT leadership or specialists. - Assist MSP with patching, backups, and routine maintenance tasks. - Document troubleshooting steps, SOPs, known issues, and resolutions in the IT knowledge base. - Identify recurring trends and recommend process or automation improvements. - Contribute to IT projects, migrations, rollouts, and system enhancements. Qualifications - 1–3 years of experience in IT Support, Help Desk, or similar role. - Strong understanding of Windows 10/11, Microsoft 365, Teams, Outlook, and common business applications. - Familiarity with Active Directory/Entra ID, MFA, and basic networking concepts. - Strong analytical and problem-solving skills. - Excellent communication, interpersonal, and customer service skills. Requirements - Experience with ticketing systems (Jira, Zendesk, FreshService, ServiceNow, etc.). - Exposure to Intune, MDM, Autopilot, or other endpoint management systems. - CompTIA A+, Network+, Security+, or Microsoft certifications. Core Competencies - Customer-centric mindset - Technical curiosity and willingness to learn - Strong time management and prioritization - Documentation discipline - Professional demeanor and emotional intelligence - Ability to remain composed under pressure Work Environment & Physical Requirements - Ability to lift 25–40 lbs (equipment). - Travel to office or branch locations may be required. - Participation in after-hours support rotation or critical maintenance windows. - Travel: Less than <10% of the time