Hybrid IT Support Analyst

at Align Technology

• Job title: IT Support Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Associate's Degree
• Tech skills: Jamf
• Location requirements: Hybrid, Tampa, United States

About the role

• IT Support Analyst delivering technical support both onsite and remotely for A-LIGN. Collaborating with IT team to resolve user issues and enhance operational efficiency.

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

Requirements

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

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