IT Support Analyst II

About the role

AlphaSense is seeking an IT Support Analyst II to handle higher‑complexity technical issues, reduce escalations and enhance the company’s knowledge base. Working independently, you will be a trusted problem‑solver and a key escalation point for the IT team.

Key responsibilities

• Diagnose and resolve advanced operating system, networking and identity management problems.
• Handle technical escalations from Level 1 analysts and provide lasting solutions.
• Investigate recurring incidents, identify root causes and implement preventive measures.
• Create and maintain Knowledge Base articles for unique issues.
• Identify opportunities for ticket deflection through self‑service documentation and automation.
• Monitor support queues for patterns indicating broader service degradation and proactively alert leadership.
• Lead small projects such as device refreshes or office setups.
• Mentor and coach Level 1 analysts, assisting with onboarding and complex troubleshooting.

Required profile

• Proven experience in an IT Support or Help Desk role handling complex technical problems.
• Deep knowledge of operating systems, networking fundamentals and identity management.
• Ability to work independently, manage time effectively and make judgment calls within defined IT standards.
• Strong problem‑solving orientation with a focus on root‑cause analysis.
• Excellent written and verbal communication skills for documentation and mentoring.

Required skills

• Operating systems
• Networking fundamentals
• Identity management