Senior IT Support Analyst

Senior IT Support Analyst

The Sr. IT Support Analyst will play a critical role in ensuring AlphaSense's IT Service Desk runs smoothly. You will be responsible for building and maintaining macOS and Windows desktop environments; managing centralized user authentication and single sign-on technologies; and setting up and maintaining audio/visual equipment for both conference rooms and large-scale company all-hands meetings. You will also handle IT Service Desk tickets and support requests while managing existing services such as SSO, G Suite, Zoom, Trello, Slack, MS Office 365, MDM, and Endpoint protection. This role presents an exciting opportunity to mentor other IT Support Analysts and enable hundreds of end-users globally on a daily basis as we scale our organization.

Responsibilities

• 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.

Qualifications

• 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.

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At AlphaSense we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

AlphaSense, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status. In addition to federal law requirements, AlphaSense complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company operates. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. AlphaSense expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status.

AlphaSense is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense's commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination.

In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works.

Recruiting Scams and Fraud

We at AlphaSense have been made aware of fraudulent job postings and individuals impersonating AlphaSense recruiters. These scams may involve fake job offers, requests for sensitive personal information, or demands for payment. Please note:

• AlphaSense never asks candidates to pay for job applications, equipment, or training.
• All official communications will come from an alpha-sense.com email address.
• If you're unsure about a job posting or recruiter, verify it on our Careers page.

If you believe you've been targeted by a scam or have any doubts regarding the authenticity of any job listing purportedly from or on behalf of AlphaSense please contact us. Your security and trust matter to us.