IT Support Analyst

About the RoleThe 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 ManagerPay ClassificationFull-Time, ExemptResponsibilitiesPerform duties onsite in Tampa, FLDeliver outstanding support to end users across a range of technical issuesIdentify, investigate, resolve, and document technical problems efficientlyRespond promptly to support tickets, telephone calls, emails, and direct requests from personnelDocument, track, and monitor reported issues to facilitate timely resolutionSimulate or recreate user problems to determine appropriate solutionsEscalate support matters to relevant leadership when necessaryContribute to the development and maintenance of Service Desk process and technical documentationTrack recurring issues and escalate them to management as requiredConduct onboarding and offboarding for employees and contractors in accordance with A-LIGN standardsFacilitate weekly new hire IT training sessions both remotely and onsiteCoordinate packing and shipment of laptops and other IT equipment for remote staffConfigure, set up, wipe, and repurpose computer equipmentMaintain Microsoft Teams Rooms functionalityManage and update hardware and software inventory accuratelyAssist with and oversee office moves and maintenance within United States officesComplete additional tasks as directed by the IT ManagerCollaborate effectively with other IT team members to deliver exceptional serviceParticipate in special projects assigned by managementMinimum QualificationsEDUCATIONAn Associate degree and relevant certifications or bachelor's degree / relevant work experienceExperience3+ years of professional experience in an IT Help Desk or Service Desk roleProven experience in an inbound Help Desk/call center environmentExperience working with a ticketing system, Zendesk preferredBasic technical support knowledge – specifically around desktops, laptops, Windows, MS Office, printers, etc.Experience supporting a Microsoft 365 environmentProven experience with M365 MEM/Intune AdministrationPossess a strong understanding of Windows, Office, Exchange Online, SharePoint Online, PowerShell, and TeamsExperience with Jamf and Mac experience is a plusExperience with Microsoft Teams Rooms is a plusExperience with creating and maintaining system imagesExcellent troubleshooting skillsSkillsAbility to adapt to changing standards and expectationsAbility to work in a fast-paced environmentAbility to work individually as well as part of a teamAbility to meet tight deadlinesAbility to communicate with all levels of employeesA high degree of motivationBenefitsHealthcare, Dental, and Vision BenefitsEmployer Paid Life Insurance and Disability InsuranceEAP - Employee Assistance ProgramPet Insurance401(k) Plan with Employer MatchingCompetitive Bonus StructureHome Office ReimbursementCertification ReimbursementPersonalized Career CoachingGenerous Paid Time OffPaid Office Closure December 25-January 1Vacation BonusSummer HoursAbout 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.comCome 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!