IT Experience Analyst

Anaplan•Reston, VA

4d•Onsite

About The Position

At Anaplan, we are a team of innovators focused on optimizing business decision-making through our leading AI-infused scenario planning and analysis platform so our customers can outpace their competition and the market. What unites Anaplanners across teams and geographies is our collective commitment to our customers’ success and to our Winning Culture. Our customers rank among the who’s who in the Fortune 50. Coca-Cola, LinkedIn, Adobe, LVMH and Bayer are just a few of the 2,400+ global companies who rely on our best-in-class platform. Our Winning Culture is the engine that drives our teams of innovators. We champion diversity of thought and ideas, we behave like leaders regardless of title, we are committed to achieving ambitious goals, and we love celebrating our wins – big and small. Supported by operating principles of being strategy-led, values -based and disciplined in execution, you’ll be inspired, connected, developed and rewarded here. Everything that makes you unique is welcome; join us and let’s build what’s next - together! 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? You'll 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, you'll 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.

Requirements

Associate's or Bachelor's 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

Nice To Haves

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

Responsibilities

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