Desktop Support Analyst

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, you will serve as a primary point of contact for technical issues within the enterprise environment. You will manage incidents and service requests through the corporate IT Service Management system, ensuring timely and effective resolution. In addition to supporting end-user issues, you will also contribute to project-related tasks and initiatives, playing a key role in maintaining and improving IT operations.

Key Responsibilities

• Provide Tier 2 technical support for end-users.

• Collaborate with Tier 3 and other IT teams to resolve complex issues.

• Work as part of a team to implement and support infrastructure initiatives.

• Manage and maintain user accounts and permissions.

• Develop and maintain technical documentation for end-users and IT staff.

• Install and configure software and hardware on end-user devices.

• Troubleshoot and resolve hardware and software issues related to desktops, laptops, printers, and other peripherals.

• Document incidents, issues, and resolutions in ITSM.

• Stages and images computers (unboxing, setting up in staging area, imaging machines using client process).

• Monitor and maintain IT assets inventory.

• Supports internal policies and procedures.

• Providing onsite and remote support for our organization and senior level executives on a daily basis.

• Ensure the highest levels of customer service in a collaborative environment.

• Independently resolve complex, break/fix issues following any issue until its resolution.

• Lead and assist with root cause analysis as it relates to desktop computers and all peripheral devices.

• Interact with IT functional groups and establish relationships cross-functionally to drive escalations to closure.

Skills, Knowledge, and Expertise

• Minimum of 3 years of experience in a technical support role.

• Strong knowledge of Windows, Mac OS, and Microsoft Office applications.

• Hands-on experience with Active Directory, Azure Active Directory (AAD), Group Policy, and Microsoft Exchange.

• Proficient in using and maintaining Microsoft Intune for device and application management.

• Skilled in installing, configuring, and patching end-user applications with at least 3 years of experience.

• Experience with remote imaging and management tools.

• Solid understanding of networking fundamentals including DNS, DHCP, and TCP/IP.

• Associate's degree in computer science or a related field.

• Strong task management skills with the ability to prioritize, triage, resolve, and escalate issues effectively.

• Excellent communication and collaboration skills with a customer service-oriented mindset.

• Personable, efficient, flexible, and communicative in all professional interactions.

• Motivated to implement change, drive growth, and support organizational maturity.

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 $60,000 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.