Technical Support Analyst

Position Summary:

The Technical Support Analyst provides first-level technical support to end users in a Microsoft-based hybrid environment. This role is responsible for resolving common IT issues, fulfilling service requests, and supporting core enterprise technologies, including Microsoft 365, endpoint devices, and collaboration tools. The analyst serves as the primary point of contact for IT support, ensuring timely issue resolution while delivering a high level of customer service. 

Duties and Responsibilities:

• Receive, categorize, prioritize, and resolve incoming incidents and service requests using the IT service management tool (e.g., Zendesk, Jira Service Management)
• Provide first-level support for:
  • Windows 10/11 and limited macOS devices
  • Microsoft 365 applications (Outlook, Teams, Word, Excel, OneDrive, SharePoint)
  • Email and calendaring issues (Exchange Online)
• Perform user account administration in Microsoft environments:
  • Password resets, account unlocks, and MFA support
  • Basic user provisioning/deprovisioning in Microsoft AD/Entra ID (Azure AD) under supervision
• Support endpoint management tasks:
  • Device setup, imaging, and configuration using tools such as Microsoft Intune
  • Troubleshoot device compliance and policy-related issues
• Assist with onboarding and off-boarding:
  • Prepare and deploy user equipment (laptops, peripherals)
  • Ensure proper access and system setup for new hires
• Provide support for collaboration and communication tools:
  • Microsoft Teams (chat, meetings, calling)
  • Basic troubleshooting for conferencing room technology and hybrid meetings
• Troubleshoot basic networking and connectivity issues for Internal Network access and Wi-Fi and remote access tools
• Provide onsite and remote A/V support for meetings and events as needed
• Escalate unresolved issues to specialized teams with proper documentation and troubleshooting steps completed
• Maintain accurate and detailed ticket documentation, including resolution steps and user communication
• Contribute to and utilize internal knowledge base articles
• Follow security best practices:
  • Verify user identity prior to account changes
  • Recognize and escalate phishing attempts or suspicious activity
• Track and manage IT assets, including hardware inventory and life cycle
• Meet defined service level agreements (SLAs) for response and resolution times
• Deliver excellent customer service, communicating technical information clearly to non-technical users
• Participate in team meetings, training sessions, and continuous improvement initiatives
• Other duties as assigned

Required Qualifications:

• 1-3 years of experience in IT support, help desk, or a technical customer service role
• Basic knowledge of Windows operating systems, Mac OS, Microsoft 365 applications, and Computer hardware and peripherals
• Strong customer service and communication skills
• Ability to troubleshoot and resolve common technical issues using documented processes
• Strong organizational skills and attention to detail
• Ability to work both independently and collaboratively in a team environment
• Willingness to learn and adapt to new technologies

Preferred Qualifications:

• Familiarity with:
  • Microsoft AD/Entra ID (Azure AD)
  • Microsoft Intune or other endpoint management tools
  • ITSM/ticketing systems (Zendesk, Jira, etc.)
• Basic understanding of networking concepts (DNS, DHCP)
• Industry certifications such as CompTIA A+, Microsoft Fundamentals (MS-900, AZ-900), or equivalent

Work Environment / Schedule:

• A hybrid work environment requiring both onsite and remote support
• Standard business hours with occasional after-hours support as needed
• May require moving or setting up IT equipment

Organizational Overview:

The National Association of REALTORS® (NAR) is a team of professionals dedicated to providing world-class service to approximately 1.5 million REALTORS® working in the United States and around the world. The real estate industry is fast-paced and fast-changing--each year, our members participate in the sale, lease, and management of real estate. As in every industry, our members’ value proposition is constantly being challenged by innovation.

It is our mission to empower REALTORS® as they preserve, protect and advance the right to real property for all. We cannot do that without the ideas, passion, and commitment from our talented employees. As our greatest assets, employees are offered their pick of competitive benefits/perks and flexible work options.