We seek an
IT Experience Analyst to be
onsite Monday through Friday in our Reston, VA office. Are you someone with hands-on IT support experience who brings a positive, can-do attitude and wants to deepen their craft in world-class IT service delivery? You9ll work alongside our broader IT team supporting a modern, fast-paced technology organization.
Our IT Team delivers the complete life cycle of IT services for the staff at Anaplan, from onboarding and setup, to upgrade, installation, troubleshooting, repair and replacement of hardware and software solutions, asset recovery, and protection. As an IT Experience Analyst, you9ll play a key role in the day-to-day delivery of that experience, owning frontline support requests end to end and contributing to more advanced responsibilities alongside senior members of the team, including AV, teleconferencing, and departmental event support. Our team members operate in the sweet spot of an empathetic, superior customer support experience, comfortable communicating clearly and setting expectations.
Your Impact
- Provide frontline, hands-on support for end-user laptops, tablets, and mobile devices (Mac, Windows)
- Log, triage, and resolve support tickets in ServiceNow or a comparable ticketing system, escalating complex issues as needed
- Assist with new-hire onboarding, equipment setup, and account provisioning
- Explain system issues in clear, non-technical terms to business and non-technical personnel
- Support day-to-day Office 365 / SharePoint / Exchange Online needs for end users
- Help maintain accurate hardware and software asset records
- Support conference room technology and meeting setup independently, partnering with senior staff on complex AV builds
- Exercise independent judgment on routine issues, following documented procedures and runbooks and improving them where gaps exist
- Bring strong attention to detail and sound technical judgment when adopting new tools and technologies
Your Qualifications
- Associate9s or Bachelor9s degree in a technical field, or equivalent hands-on experience
- 2-4 years of experience in an IT support or customer-facing service role
- Working familiarity with both Mac and Windows hardware and basic troubleshooting
- Hands-on experience supporting the Microsoft Office 365 suite (Outlook, Excel, Word, PowerPoint, etc.)
- Working proficiency with ticketing systems (e.g. ServiceNow) and structured support workflows
- Familiarity with JAMF for macOS device management and Okta/Active Directory for access management
- Exceptional verbal and written communication skills, with a customer-first mindset
- Ability to work autonomously and manage competing priorities in a fast-paced environment
- Practical experience with tools such as SCCM/InTune, Slack, or Confluence/Jira is a plus
- Interest in progressing toward senior IT infrastructure, networking, or AV responsibilities
Base Salary Range:
$74,000-$106,000 USD
