External Identity Support Analyst providing advanced technical support for identity platforms. Ensuring stable and secure identity services across Managed Solution Support portfolio in a collaborative environment.
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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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