Sr. IT Support Analyst

About the Team:

Who you are:

• Experience analyzing and implementing improvements to internal support processes.
• Experience maintaining the following: Single Sign On, LDAP, and cloud directory services (Azure AD or Okta preferred).
• Professional certifications, such as: ITIL Foundations, CompTIA A+, or CompTIA Security+ are a plus.
• Ability to communicate complex technical information to non-technical stakeholders verbally and in writing.
• Ability to navigate, embrace, and champion change management processes and procedures.
• Proficient with Windows/macOS desktop administration, primarily macOS, and a strong background in imaging/deploying windows and macOS devices.
• Ability to work within video conferencing services such as Google Meet, Webex, and Zoom.
• Strong problem solving and troubleshooting skills.
• Expert in mobile device management and endpoint protection/antivirus (AV) software is a plus.

What you ll do:

• Partner with the IT Service Desk Manager to build a seamless and efficient IT Service Desk experience for AlphaSense end-users.
• Manage and streamline employee onboarding and device deployments, with a goal of achieving a zero-touch deployment for all new hardware assets.
• Maintain and recommend improvements to macOS and Windows desktop environments.
• Assist with the development and maintenance of support documentation.
• Promote a collaborative and inclusive team culture that encourages knowledge sharing and continuous improvement.
• Support existing IT services including, but not limited to: Okta Identity Platform, Google Workspace, Zoom, Trello, Slack, MS Office 365, Kandji MDM, Microsoft Intune, etc.
• Install and maintain audio/visual equipment for conference rooms as well as large-scale, company all-hands meetings (Zoom equipment, Web streaming), and identify opportunities for improvement.
• Assist with purchasing/receiving assets and performing consistent asset/inventory tracking utilizing the AlphaSense IT Asset Management tool(s).
• Maintain inventory closets regularly, ensuring retired devices are disposed of in a safe and secure manner.
• Support Compliance activities related to Information Security and Data Privacy.
• Support the development and reporting of metrics that highlight customer satisfaction, service performance, and areas for improvement.
• Build strong relationships with end users at AlphaSense.
• Help to lead and mentor AlphaSense IT Service Desk Team.