Senior IT Support Analyst

About AlphaSense: 

The world’s most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI, AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content.

The acquisition of Tegus by AlphaSense in 2024 advances our shared mission to empower professionals to make smarter decisions through AI-driven market intelligence. Together, AlphaSense and Tegus will accelerate growth, innovation, and content expansion, with complementary product and content capabilities that enable users to unearth even more comprehensive insights from thousands of content sets. Our platform is trusted by over 6,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, AlphaSense is headquartered in New York City with more than 2,000 employees across the globe and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. Come join us!

AlphaSense is the leading market intelligence platform for key decision makers. We power some of the world’s most well-respected institutional investors, corporations, and consultancies through the largest and most comprehensive database of primary and market information. Our products and services enable clients to discover unmatched insights and answers to the most challenging questions they face to help them make better informed decisions.

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 man