IT Support Analyst I - Houston, Texas at SimplyHome in Houston, TX

Job description

• Company: Camillo Companies
• Job Title: IT Support Analyst I
• Department: Information Technology
• Reports to: Network Security and Support Center Lead
• Status: Full Time / Non-Exempt, Hourly
• Schedule: Hybrid
• The IT Support Analyst I is the first point of contact for technology support at Camillo Companies, providing tier-1 helpdesk service to a 450-plus-user Microsoft 365 environment. Reporting to the Network Security and Support Center Lead this role owns day-to-day ticket resolution, device provisioning, and routine account administration, escalating complex issues to senior team members.
• Camillo Companies is a multi-brand real estate organization operating across Houston, Dallas, San Antonio, and Oklahoma under the Legend Homes, Academy Development, SimplyHome, and Bella Vista Homes brands. This is a foundational role on the Technology and Data Security Team, with a defined growth path toward systems, network, or security administration.

Responsibilities

• Helpdesk and Ticket Support
• Serve as the first point of contact for end-user IT support requests, logging, triaging, and resolving tickets in Freshservice within established response and resolution targets.
• Troubleshoot hardware, software, printing, and connectivity issues for users across all Camillo office locations, both in person and using remote support tools.
• Escalate complex network, identity, or security issues to senior team members with clear documentation of troubleshooting steps already completed.
• Maintain accurate ticket records and contribute to the IT knowledge base so recurring issues have documented, repeatable resolutions.
• Communicate status and expected timelines to users, keeping them informed through to ticket closure.
• Device and Endpoint Support
• Provision, image, and deploy laptops and desktops for new hires and scheduled device refreshes, including operating system installation and standard software configuration.
• Support endpoint management tasks in Intune and Automox, including patch verification and basic policy troubleshooting.
• Install and configure approved software and process software and license requests in line with company standards.
• Support mobile device setup for company email and multifactor authentication on iOS and Android devices.
• Maintain hardware inventory records, including asset tagging, warranty status, and device assignment tracking.
• Collect, prepare, and stage returned or retired devices for reissue or disposal, following documented data-handling procedures.
• Account and Access Support
• Perform routine Microsoft 365 and Entra ID account administration, including password resets, multifactor authentication enrollment, and distribution list or security group updates.
• Support new hire onboarding and employee offboarding, including account provisioning and deprovisioning, mailbox and OneDrive setup or transfer, and equipment coordination.
• Process file share and folder permission requests according to established approval and least-privilege standards.
• Network, Facilities, and Meeting Technology
• Assist with basic network equipment installation, including switches, access points, and patch panels, under the direction of senior network staff.
• Perform cable management and structured cabling cleanup at desks, in IDF and network closets, and in conference rooms to maintain a safe and organized environment.
• Provide basic support for conference room technology and Microsoft Teams meeting setup, escalating advanced audiovisual issues as needed.
• Support office moves, desk relocations, and new office or model home technology setups.
• Security and Compliance
• Follow all company information security policies and documented procedures and handle user data and credentials confidentially.
• Recognize and promptly escalate suspected phishing, malware, and other security concerns reported by users.
• Complete assigned security awareness training and reinforce good security practices in day-to-day user interactions.

Requirements

• Friendly and welcoming demeanor with the ability to maintain professionalism and a strong customer-focused demeanor with demanding clientele.
• Excellent time management skills, detail-orientation and ability to multi-task and prioritize work.
• Strong decision-making and problem-solving skills, along with advanced conflict resolution skills.
• Effective communication and interpersonal skills and proficient in English. Must be able to articulate needs and convey information verbally and in writing effectively with employees, customers, supervisors, and co-workers throughout the organization.
• Knowledge of management methods and sound employee relations techniques with an ability to connect to staff, troubleshoot problems and help teams collaborate, as necessary.
• Able to work in an equitable, inclusive, and diverse environment. The Camillo family of companies are committed to enhancing equity, inclusion, and diversity, including hiring talent from all backgrounds.
• Ability to maintain professionalism and a strong customer-focused demeanor with demanding clientele.
• Clear written and verbal communication skills, with the ability to explain technical steps to non-technical users at all levels of the organization.
• Careful attention to detail and consistent documentation habits.
• Ability to manage and prioritize multiple open tickets in a fast-paced environment.
• Ability to travel between Camillo office locations as needed.
• High school diploma or equivalent required.
• Associate’s degree in Information Technology or relevant field preferred; relevant coursework will be considered.
• 0-2 years of experience in IT helpdesk, technical support, or a customer-facing service role; internship, coursework, or lab-based experience will be considered.
• Working familiarity with Windows operating systems, Microsoft 365 applications, and basic networking concepts required.
• CompTIA A+ or a comparable entry-level certification, or willingness to obtain one within the first year preferred.
• Exposure to ticketing systems such as Freshservice, and to endpoint management tools such as Intune preferred.
• Experience supporting users across multiple office locations preferred.

Skills

Required

• Friendly and welcoming demeanor
• Professionalism
• Customer-focused demeanor
• Time management
• Detail-orientation
• Multi-tasking
• Prioritization
• Decision-making
• Problem-solving
• Conflict resolution
• Effective communication
• Interpersonal skills