IT Support Analyst

About the Role

The IT Support Analyst operates both independently and as part of a team to carry out IT Department initiatives. The main function of this position is to deliver Tier 1 through Tier 3 end-user support, both onsite and remotely. The analyst will also take on additional duties relating to various IT strategies that align with the objectives of our dynamic and rapidly expanding international organization.

Reports to

IT Manager

Pay Classification

Full-Time, Exempt

Responsibilities

• Perform duties onsite in Tampa, FL
• Deliver outstanding support to end users across a range of technical issues
• Identify, investigate, resolve, and document technical problems efficiently
• Respond promptly to support tickets, telephone calls, emails, and direct requests from personnel
• Document, track, and monitor reported issues to facilitate timely resolution
• Simulate or recreate user problems to determine appropriate solutions
• Escalate support matters to relevant leadership when necessary
• Contribute to the development and maintenance of Service Desk process and technical documentation
• Track recurring issues and escalate them to management as required
• Conduct onboarding and offboarding for employees and contractors in accordance with A-LIGN standards
• Facilitate weekly new hire IT training sessions both remotely and onsite
• Coordinate packing and shipment of laptops and other IT equipment for remote staff
• Configure, set up, wipe, and repurpose computer equipment
• Maintain Microsoft Teams Rooms functionality
• Manage and update hardware and software inventory accurately
• Assist with and oversee office moves and maintenance within United States offices
• Complete additional tasks as directed by the IT Manager
• Collaborate effectively with other IT team members to deliver exceptional service
• Participate in special projects assigned by management

Minimum Qualifications

EDUCATION

• An Associate degree and relevant certifications or bachelor’s degree / relevant work experience

EXPERIENCE

• 3+ years of professional experience in an IT Help Desk or Service Desk role
• Proven experience in an inbound Help Desk/call center environment
• Experience working with a ticketing system, Zendesk preferred
• Basic technical support knowledge – specifically around desktops, laptops, Windows, MS Office, printers, etc.
• Experience supporting a Microsoft 365 environment
• Proven experience with M365 MEM/Intune Administration
• Possess a strong understanding of Windows, Office, Exchange Online, SharePoint Online, PowerShell, and Teams
• Experience with Jamf and Mac experience is a plus
• Experience with Microsoft Teams Rooms is a plus
• Experience with creating and maintaining system images
• Excellent troubleshooting skills

SKILLS

• Ability to adapt to changing standards and expectations
• Ability to work in a fast-paced environment
• Ability to work individually as well as part of a team
• Ability to meet tight deadlines
• Ability to communicate with all levels of employees
• A high degree of motivation

Benefits

• Healthcare, Dental, and Vision Benefits
• Employer Paid Life Insurance and Disability Insurance
• EAP - Employee Assistance Program
• Pet Insurance
• 401(k) Plan with Employer Matching
• Competitive Bonus Structure
• Home Office Reimbursement
• Certification Reimbursement
• Personalized Career Coaching
• Generous Paid Time Off
• Paid Office Closure December 25-January 1
• Vacation Bonus
• Summer Hours

About A-LIGN

A-LIGN is the leading provider of high-quality, efficient cybersecurity compliance programs. Combining experienced auditors and audit management technology, A-LIGN provides the widest breadth and depth of services including SOC 2, ISO 27001, HITRUST, FedRAMP, and PCI. A-LIGN is the number one issuer of SOC 2 and HITRUST and a top three FedRAMP assessor. To learn more, visit a-lign.com

Come Work for A-LIGN!

Apply online today at A-LIGN.com and learn about life at A-LIGN by following us on LinkedIn.

A-LIGN is an Equal Opportunity Employer. Minorities, women, disabled, and veterans encouraged to apply!