Help Tech Chat Support Jobs in Irving, TX (NOW HIRING)

Job Summary:
Republic Finance is a trusted lender with over 70 years of experience, dedicated to providing flexible lending solutions and outstanding customer service. They are seeking a diligent and customer-focused IT Help Desk Analyst to join their IT support team, responsible for handling IT support requests, managing hardware and software deployments, and troubleshooting technical issues.
Responsibilities:
• Manage the shipment and return of IT equipment for remote users and offices, including packaging, tracking via UPS, updating inventory records, and ensuring accurate asset reconciliation.
• Support and administer Okta for Single Sign-On (SSO), including user access troubleshooting, application assignments, account provisioning/deprovisioning, and configuration management within the Okta administrator portal.
• Participate in scheduled on-call rotations, ensuring support availability during evenings and weekends.
• Serve as the primary ServiceNow ticket lead on a rotating weekly basis, assigning tickets to team members for resolution.
• Performing high-level triage of Service Now (SNOW) tickets to assign to the proper groups.
• Support local and network printers/print servers, create print queues, and coordinate with external vendors to submit service requests for managed printers.
• Provide white glove IT support to Executive Leadership Team, ensuring prompt, discreet, and high-quality service for all technical and non-technical issues.
• Maintain the ServiceNow Configuration Management Database (CMDB) by accurately updating records for computers, peripherals, and IT assets, supporting asset lifecycle, compliance, and audit readiness.
• Provide end-user troubleshooting and technical support via phone, chat, and in person.
• Open, document, and manage tickets for incidents and service requests, ensuring timely updates and resolution.
• Administer user accounts in Active Directory, including creation, modification, and relocation, while managing Group Policy assignments and access permissions to ensure proper security and organizational compliances.
• Add or update access for the Avigilon Altra badging system across supported locations.
• Contribute to team efficiency by documenting resolutions and step-by-step troubleshooting in Service Now knowledge base.
• Support and troubleshoot endpoint security software solutions, including tethering, Sentinel One and FortiClient.
• Support IT asset imaging and deployment; experience with ZOHO ManageEngine is a plus.
• Support, maintain, and troubleshoot A/V equipment in conference rooms and executive offices, including Crestron, Neat Bar, and ClickShare, with integration into platforms such as Microsoft Teams and Zoom.
• Deploy software, updates, vendor patches, and security updates to end-user devices.
• Work with a wide range of technologies including Microsoft Windows OS, Microsoft Office Suite, Dell desktops/laptops, Microsoft Surface devices, HP printers, Apple iOS devices, and Cisco VoIP systems.
• Strong foundational knowledge of networking concepts, including LAN, WAN and core protocols such as TCP/IP, DNS and HTTP.
• Track software entitlements and maintain licensing compliance by managing inventory and ensuring proper documentation of all issued software.
Qualifications:
Required:
• Strong troubleshooting skills for hardware, software, and networking issues.
• Professional interpersonal skills with a focus on customer service.
• Knowledge of IT asset management and inventory practices.
• Familiarity with ServiceNow or similar ticketing systems.
• Working knowledge of Windows and macOS operating systems.
• Strong understanding of networking and A/V equipment troubleshooting.
• Ability to lift up to 50 pounds and stand for extended periods.
Preferred:
• Experience using ZOHO ManageEngine for imaging and software deployment.
• Hands-on experience with A/V systems including Crestron, Neat Bar, and ClickShare.
• Dell certification or equivalent experience in hardware support.
• Prior experience in a help desk or IT support role.
• Experience with Active Directory, Azure, Microsoft Intune, and Office 365 Admin Portal.
Company:
Republic Finance specialises in providing a variety of consumer loans and flexible lending options to customers. Founded in 1952, the company is headquartered in Baton Rouge, USA, with a team of 1001-5000 employees. The company is currently Late Stage.