Desktop Support Analyst - Irving, Texas

Reprise Financial is on a mission to simplify the financial journey for our customers, making personal loans accessible and transparent. We leverage technology and a customer-first approach to provide fast, reliable personal loans of up to $25,000, ensuring our clients receive the support they need without hidden fees or complex terms. Our commitment to integrity and clarity allows us to foster trust and empower individuals to take control of their finances. At Reprise Financial, we foster a workplace built on innovation, collaboration, and kindness. Our mission to simplify the financial journey for our customers inspires us to exceed expectations and make a meaningful impact. We provide the tools, resources, and support for employees to thrive in a dynamic, customer-focused environment. Transparency, continuous improvement, and open communication drive our culture of trust and excellence, where new ideas are valued, and growth is encouraged. Join Reprise Financial and be part of a team where your contributions are recognized, and you have the opportunity to innovate, grow, and make a positive difference. About the role As a Desktop Support Analyst I, you will be the first point of contact for end-user technology issues across a fleet managed with Microsoft Intune (Windows) and JAMF (Mac), supporting a team that handles roughly 120-150 tickets per week through Jira and Service Desk Plus (Zoho ManageEngine). Given Reprise's ~90% remote workforce, you'll provide remote support primarily via TeamViewer, alongside in-person support at the Irving office, including direct support to senior executives. This is an excellent entry point for building broad technical skills in a fast-paced, service-oriented environment. Key Responsibilities Provide first-level support via phone, TeamViewer remote session, email, and in-person for a largely remote workforce. Troubleshoot Windows and Mac hardware, software, and peripheral issues; escalate complex issues to Desktop Support Analyst II or other teams with complete documentation. Support and maintain devices enrolled in Intune (Windows) and JAMF (Mac Mobile Device Management), including basic triage of Microsoft Defender for Endpoint alerts before escalating to Desktop Support Analyst II or Security. Stage, image, and deploy end-user devices, including for onboarding and equipment refresh cycles. Document all incidents, requests, and resolutions accurately in Jira and Service Desk Plus. Provide direct support to senior executives and leadership, ensuring a high-touch, responsive experience. Support onboarding/offboarding processes, conference-room technology, and IT asset inventory tracking. Follow security, access, and change-management procedures, including data-handling requirements tied to GLBA and PCI-DSS. Skills, Knowledge, and Expertise High school diploma or equivalent; associate degree or relevant technical coursework preferred. 2+ years of experience in technical/help desk support or a comparable customer-facing technical role. Familiarity with Windows and macOS environments and Microsoft 365 applications, including SharePoint Online, Power BI, Word, and Outlook. Basic understanding of MDM concepts (Intune or JAMF) and remote-support tooling (e.g., TeamViewer). Comfortable supporting a majority-remote workforce and senior executives with a professional, service-first approach. Relevant certifications (e.g., CompTIA A+) are a plus; hands-on experience is valued equally. Strong communication, documentation, and task-prioritization skills. Location This position offers a hybrid work arrangement, allowing team members to split their time between our office and remote work. You’ll have the flexibility to work in our office located in Irving, TX while also enjoying the option to work remotely on certain days. This balance promotes collaboration and provides the freedom to choose your ideal work environment. All team members must reside in one of our approved locations by their start date. Compensation For this role our salary range is $70,000 to $75,000, depending on relevant experience. This role will also be eligible to receive a variable annual bonus based on both company and individual performance. Benefits That Support Your Success Stay Healthy & Happy : Comprehensive medical, dental, and vision coverage, contributions to a Health Savings Account (HSA), and access to an Employee Assistance Program (EAP) to support your mental health and overall well-being. Secure Your Future : Plan ahead with our 401(k) program, featuring a Safe Harbor Match (100% of the first 3% and 50% of the next 2%). Time That Works for You : Recharge with accrued time off, company holidays, sick time, and 3 floating holidays —perfect for celebrating your birthday, your dog’s birthday, or just a random Tuesday! Support for Growing Families : Our 12-week Paid Parental Leave ensures you have the time and support to focus on your family during life’s biggest moments. Competitive Rewards : Market-driven salary and bonus opportunities ensure your hard work is recognized and rewarded. Tools for Success : Stay connected and productive with a robust tech package designed to help you deliver your best every day. Our Core Values Pursue Excellence: We strive for the highest quality, ensuring our tools and services truly aid in our customers’ success. Make a Meaningful Impact: We focus on delivering outcomes that genuinely improve financial well-being. Commit to Innovation: Our innovative approach keeps us at the forefront of providing effective financial tools. Champion the Customer: We prioritize our customers' financial goals, tailoring our tools to meet their unique needs. Collaborate with Purpose: Our teamwork drives us to develop superior solutions that empower customers. Lead with Kindness: Respect and empathy are central to our operations, creating a supportive environment for success. Equal Employment Opportunity Employer At Reprise Financial, we are dedicated to fostering an inclusive community where every individual is valued. We are an Equal Employment Opportunity employer—ensuring that all qualified applicants and employees receive consideration for employment without regard to age, race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. We believe that diversity strengthens our organization and drives innovation, and we are committed to creating a workplace that reflects the rich variety of our communities.