IT Customer Experience Support Analyst

Responsibilities

• Provide world-class IT service delivery, supporting end-user hardware, software, and infrastructure in a modern technology environment.
• Support end-user laptops, tablets, and mobile devices across Mac, Windows, and Linux platforms.
• Manage the complete IT service life cycle, including onboarding, setup, upgrades, troubleshooting, and asset recovery.
• Explain complex system issues to business and non-technical personnel clearly.
• Install and administer software systems and provide analysis/recommendations to improve performance and efficiency.
• Support architectural areas including end-user computer infrastructure, printing, and conference room technologies (AV/teleconferencing).
• Monitor and collect data using various system tools to ensure high standards of technical competency.

Requirements

• Bachelor’s Degree in Computer Science, Computer Information Systems, or equivalent work experience.
• Proven experience in MacOS and Windows hardware troubleshooting.
• Strong administration experience with Microsoft Office 365 (Outlook, Excel, Word, PowerPoint, SharePoint, and Exchange Online).
• Hands-on experience with Microsoft SCCM and InTune for Windows administration.
• Understanding of JAMF for macOS management.
• Experience with VMware and Windows Server OS troubleshooting.
• Proficiency in network troubleshooting, including wireless/wired networks, firewalls, and telecommunication devices.
• Knowledge of ServiceNow or similar IT Service Management (ITSM) ticketing systems.
• Exceptional verbal and written communication skills.

Preferred Qualifications

• Experience with monitoring/alerting tools such as PRTG, WhatsUp Gold, or Logic Monitor.
• Familiarity with Enterprise AV/Endpoint Detection solutions (e.g., CrowdStrike, Bitdefender, Proofpoint).
• Exposure to Palo Alto Networks, Cisco routers/switches, and Meraki/Aruba APs.
• Experience with Access Management tools like Okta, Active Directory, or RedHat LDAP.
• Familiarity with collaboration tools including Slack, Jira, Confluence, and Zoom/WebEx.
• Experience working within a hybrid onshore/offshore workforce model.

About the Company

Anaplan is a team of innovators focused on optimizing business decision-making through our leading AI-infused scenario planning and analysis platform. Our customers include many of the Fortune 50, such as Coca-Cola, LinkedIn, Adobe, LVMH, and Bayer. We champion diversity of thought and a winning culture that empowers our employees to achieve ambitious goals.