Senior IT Support Analyst

Altus Power Inc.•Stamford, CT

53d•Onsite

About The Position

Altus Power is currently seeking a highly motivated individual with the skills, experience, and aptitude to serve as our Senior IT Support Analyst. The Senior Support Analyst is a vital member of the IT team, responsible for delivering on-site technical assistance for hardware, software, and network issues. This role supports internal staff across all departments, manages support requests, and actively participates in IT projects such as infrastructure upgrades and software deployments. The ideal candidate excels in customer service, communicates technical concepts clearly to non-technical users, and ensures all support activities align with organizational security and compliance standards.

Requirements

5-6 years of hands-on technical support experience in medium to large-scale environments.
Bachelor's degree in information technology or related field preferred.
Industry certifications such as CompTIA A+, MCSA, Microsoft 365 Certified: Modern Desktop Administrator Associate, or Security+ are highly desirable.
Strong familiarity with Microsoft 365, Entra, and administration of both Windows and Mac endpoints.
Proven experience managing and resolving tickets while adhering to Service Level Agreements (SLAs).
Excellent communication and interpersonal skills, with a strong customer service orientation.
Experience working with SaaS tools and Atlassian-based ticketing systems.
Demonstrated experience implementing security best practices and working within compliance frameworks (e.g., SOC2, ISO 27001).
Experience with remote support tools and techniques.
Ability to work independently and collaboratively as part of a cross-functional team.
Highly organized with a proactive and solution-oriented mindset.

Responsibilities

Troubleshoot and resolve hardware and software issues across both Windows and Mac environments.
Manage user accounts, permissions, and group policies using tools like Microsoft 365 and Entra.
Maintain accurate and up-to-date system documentation.
Assist with planning and execution of IT-related projects, including infrastructure upgrades and software deployments.
Maintain and support office audiovisual (AV) systems, including setup and troubleshooting for meetings and events.
Act as the secondary on-site contact for networking concerns, escalating issues as appropriate.
Collaborate closely with Managed Service Providers (MSPs) to ensure seamless IT operations.
Conduct one-on-one onboarding sessions for new employees, coordinating with HR and explaining essential tools and systems.
Own the full lifecycle of support tickets using the Atlassian ticketing system.
Administer various SaaS platforms involved in user onboarding, system maintenance, and operations.
Ensure timely and effective communication of technical solutions to end-users.
Monitor and report on support metrics to drive continuous improvement.
Proactively maintain systems by applying updates and patches.
Escalate complex issues to specialized IT teams or vendors as needed.