IT Support Analyst II

About this role

<div class="content-intro"><h2><strong>About AlphaSense: </strong></h2> <p style="text-align: justify;"><span style="font-size: 12pt;">The world’s most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI, AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content. </span></p> <p style="text-align: justify;"><span style="font-size: 12pt;">The acquisition of Tegus by AlphaSense in 2024 advances our shared mission to empower professionals to make smarter decisions through AI-driven market intelligence. Together, AlphaSense and Tegus will accelerate growth, innovation, and content expansion, with complementary product and content capabilities that enable users to unearth even more comprehensive insights from thousands of content sets. Our platform is trusted by over 6,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, AlphaSense is headquartered in New York City with more than 2,000 employees across the globe and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. Come join us!</span></p></div><h3><strong>About the Role</strong></h3> <p>As an IT Support Analyst II (Level 2), you will handle higher-complexity issues, reduce escalations, and actively improve our knowledge systems. Operating with independence, you are a trusted problem-solver and a critical escalation point for the IT team. Your primary focus will be on advanced troubleshooting and knowledge expansion.</p> <p>In this role, you will work independently on most tickets and make judgment calls within defined standards. You may also lead small projects, such as device refreshes or office setups, ensuring our workforce operates seamlessly.</p> <h3><strong>What You’ll Do</strong></h3> <h3><strong>Advanced Resolution</strong></h3> <ul> <li>Troubleshoot deeper OS, networking, and identity issues.</li> <li>Resolve technical escalations from Level 1 analysts.</li> <li>Investigate recurring incidents to identify potential root causes and implement lasting solutions.</li> </ul> <h3>Knowledge Ownership</h3> <ul> <li>Create new Knowledge Base (KB) articles when solving new or unique problems.</li> <li>Identify opportunities for ticket deflection through self-service and improved documentation.</li> <li>Contribute to automation initiatives to streamline repetitive tasks.</li> </ul> <h3>Service Health Awareness</h3> <ul> <li>Recognize patterns in the support queue that indicate broader service degradation.</li> <li>Escalate trends proactively (not just individual tickets) to leadership.</li> </ul> <h3>Mentorship</h3> <ul> <li>Guide and support Level 1 Analysts through complex technical issues.</li> <li>Assist in onboarding and peer coaching for newer team members.</li> </ul> <h3><strong>About You</strong></h3> <h3>Required</h3> <ul> <li>Proven experience in an IT Support or Help Desk role, successfully handling complex technical issues.</li> <li>Deep knowledge of operating systems, networking fundamentals, and identity management.</li> <li>Strong ability to work independently, manage your own time, and make judgment calls within defined IT standards.</li> <li>Excellent problem-solving skills with a strong focus on root-cause analysis.</li> <li>Strong written and verbal communication skills, especially for creating documentation and mentoring peers.</li> </ul> <h3>Nice to Have</h3> <ul> <li>Experience leading small IT projects (e.g., office setups, device life cycle management).</li> <li>Familiarity with enterprise tooling such as Okta, Google Workspace, Kandji, Microsoft Intune, or similar platforms.</li> <li>Scripting or automation experience to assist with IT process improvements.</li> </ul> <h3><strong>Success Metrics</strong></h3> <ul> <li>Sustained high First Contact Resolution (FCR) rate for complex issues.</li> <li>Measurable contributions to the Knowledge Base that lead to ticket deflection.</li> <li>Successful delivery of small-scale IT projects.</li> </ul> <h3><strong>Why Join Us?</strong></h3> <ul> <li>Work at the intersection of IT operations and security in a fast-growing, AI-driven company.</li> <li>Opportunity to shape how IT service delivery scales across a global organization.</li> <li>Collaborative, high-trust team culture with a bias toward action and continuous improvement.</li> <li>Competitive compensation, benefits, and meaningful career growth opportunities.</li> </ul><div class="content-conclusion"><p><span style="font-size: 12pt;">AlphaSense is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression,…