<p>About the Role:</p> <p>The IT Support Analyst II 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.</p> <p>What You'll Do:</p> <ul> <li>Partner with the IT Service Desk Manager to build a seamless and efficient IT Service Desk experience for AlphaSense end-users. </li><li>Manage and streamline employee onboarding and device deployments, with a goal of achieving a zero-touch deployment for all new hardware assets. </li><li>Maintain and recommend improvements to macOS and Windows desktop environments. </li><li>Assist with the development and maintenance of support documentation </li><li>Promote a collaborative and inclusive team culture that encourages knowledge sharing and continuous improvement </li><li>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. </li><li>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 </li><li>Assist with purchasing/receiving assets and performing consistent asset/inventory tracking utilizing the AlphaSense IT Asset Management tool(s) </li><li>Maintain inventory closets regularly, ensuring retired devices are disposed of in a safe and secure manner </li><li>Support Compliance activities related to Information Security and Data Privacy </li><li>Support the development and reporting of metrics that highlight customer satisfaction, service performance, and areas for improvement </li><li>Build strong relationships with end users at AlphaSense </li><li>Help to lead and mentor AlphaSense' IT Service Desk Team </li></ul> <p>Who You Are :</p> <ul> <li>Experience analyzing and implementing improvements to internal support processes </li><li>Experience maintaining the following: Single Sign On, LDAP, and cloud directory services (Azure AD or Okta preferred) </li><li>Professional certifications, such as: ITIL Foundations, CompTIA A+, or CompTIA Security+ are a plus </li><li>Ability to communicate complex technical information to non-technical stakeholders verbally and in writing </li><li>Ability to navigate, embrace, and champion change management processes and procedures </li><li>Proficient with Windows/macOS desktop administration, primarily macOS, and a strong background in imaging/deploying windows and macOS devices. </li><li>Ability to work within video conferencing services such as Google Meet, Webex, and Zoom </li><li>Strong problem solving and troubleshooting skills </li><li>Expert in mobile device management and endpoint protection/antivirus (AV) software is a plus </li></ul>