IT Systems Analyst

Position Summary

Brohn Homes, in partnership with our sister company Arbor Homes, is seeking a collaborative, customer-centric, and driven IT Systems Analyst to serve as our dedicated, on-the-ground technology anchor for Brohn Homes.

Duties And Responsibilities

• Serve as the primary, face-to-face IT point of contact for Brohn Homes team members, greeting internal customers warmly and responding quickly to remedy technical requests.
• Provide an exceptional customer service experience by maintaining a clear, positive, and professional communication style at all times through in-person conversation, phone calls, email, and chat/instant messaging.
• Ask open-ended, qualifying questions to accurately identify, triage, and resolve internal customer needs as an entry-level, Tier 1 technician.
• Create IT support tickets for walk-up users to accurately track volume, gather crucial information/screenshots, and analyze the types of issues managed.
• Bridge the gap between local needs and regional infrastructure by collaborating seamlessly with remote members of the Clayton West region IT team, ensuring complex or urgent issues are properly escalated and resolved.
• Build, image, configure, and set up new computer systems and peripherals for deployment.
• Distribute new and replacement technology equipment to ensure a seamless onboarding experience and support ongoing tech refresh cycles for Brohn employees.
• Manage the physical setup, configuration, and connectivity of technology within regional model homes and sales centers.
• Maintain a meticulous, up-to-date IT inventory list to track company assets, hardware distribution, and technical equipment stock levels.
• Ensure all corporate meeting room and conference technology is in perfect working order, providing active support as needed to guarantee upcoming meetings are technologically successful.
• Troubleshoot, repair, or replace an array of workplace equipment, including laptops, desktops, dock units, monitors, printers, cabling, smartphones, tablets, headphones, conference room tablets, smart televisions, and local network devices.
• Remain on the leading edge of ensuring the organization meets all necessary security requirements through strict adherence to regional IT policies and procedures.
• Identify opportunities to add efficiencies and process improvements to the local support workflow, collaborating with the remote IT team to implement standard practices that enhance team member uptime.
• Demonstrates ownership and adaptability by taking on additional technical responsibilities and initiatives aligned with team and business needs.

Qualifications

• 1+ years of experience in technical support, helpdesk operations, or a related technology role.
• Experience configuring hardware, troubleshooting software, or supporting technology deployments is a plus.
• Education, training, or industry certifications (e.g., CompTIA A+, Network+, Google IT Support) in a technical capacity preferred but not required.
• Valid driver's license and a willingness to regularly travel between all Texas divisions (Austin, San Antonio, Houston) and potentially travel to assist sister builders or new divisions.

Skills & Competencies

• Thrives as the independent, solo technical representative on-site, possessing the self-motivation to manage local demands while maintaining strong virtual relationships with a remote team.
• Thrive in a fast-paced environment where technology needs can accelerate quickly, requiring someone who can shift gears, prioritize support tickets effectively, and step in where hands-on assistance is needed most.
• Builds strong working relationships with internal teams and field teams to understand their technical challenges and drive immediate, effective resolutions.
• Highly organized with strong attention to detail, particularly regarding asset management, ticketing data, and physical hardware configurations.
• Exceptional communication and interpersonal skills, with the ability to translate complex technical concepts into simple, universal language for non-technical users.
• Ability to exercise sound judgment when evaluating technical issues, prioritizing urgent tickets, and protecting company digital assets.
• Familiarity with or an eagerness to learn the following core technologies: Identity & Cloud (Active Directory, Microsoft 365, Microsoft Teams), Networking (Cisco Meraki, General Networking concepts, Wi-Fi, Bluetooth, and cabling), Hardware & Systems (Laptop Imaging, Desktop/Laptop hardware troubleshooting, Laptops, Dock Units, and Monitors), Endpoint & Security (Microsoft Intune, Mobile Phone device setup (iPhone), Multi-Factor Authentication (MFA), Security and Update Patching), Operations (Remote Control support software and modern Helpdesk Support Ticketing Systems).