IT Support Analyst II
AlphaSense · New York, NY
- On site
- Full-time
- $75,000 / year
- New York, NY
Job highlights
- Handle complex IT issues independently.
- Troubleshoot OS, networking, and identity problems.
- Create and improve knowledge base articles.
- Identify and escalate service degradation trends.
- Mentor junior IT support analysts.
About the role
About AlphaSense
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.
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!
About The Team
You’ll join a team operating at the intersection of IT operations and security within a fast-growing, AI-driven organization. The group plays a key role in scaling IT service delivery across a global environment, with a strong focus on efficiency, reliability, and continuous improvement. The team is highly collaborative and built on trust, with a bias toward action and ownership. Members are encouraged to challenge the status quo, contribute ideas, and help shape how systems and processes evolve as the company grows.
About The Role
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. 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.
Who You Are
- Proven experience in an IT Support or Help Desk role, successfully handling complex technical issues.
- Deep knowledge of operating systems, networking fundamentals, and identity management.
- Strong ability to work independently, manage your own time, and make judgment calls within defined IT standards.
- Excellent problem-solving skills with a strong focus on root-cause analysis.
- Strong written and verbal communication skills, especially for creating documentation and mentoring peers.
Nice to Have:
- Experience leading small IT projects (e.g., office setups, device life cycle management).
- Familiarity with enterprise tooling such as Okta, Google Workspace, Kandji, Microsoft Intune, or similar platforms.
- Scripting or automation experience to assist with IT process improvements.
What You’ll Do
Advanced Resolution
- Troubleshoot deeper OS, networking, and identity issues.
- Resolve technical escalations from Level 1 analysts.
- Investigate recurring incidents to identify potential root causes and implement lasting solutions.
Knowledge Ownership
- Create new Knowledge Base (KB) articles when solving new or unique problems.
- Identify opportunities for ticket deflection through self-service and improved documentation.
- Contribute to automation initiatives to streamline repetitive tasks.
Service Health Awareness
- Recognize patterns in the support queue that indicate broader service degradation.
- Escalate trends proactively (not just individual tickets) to leadership.
Mentorship
- Guide and support Level 1 Analysts through complex technical issues.
- Assist in onboarding and peer coaching for newer team members.
What Success Looks Like
- Sustained high First Contact Resolution (FCR) rate for complex issues.
- Measurable contributions to the Knowledge Base that lead to ticket deflection.
- Successful delivery of small-scale IT projects.
Compensation Range
$60,000—$75,000 USD
You may also be offered equity, and a generous benefits program.
Equal Opportunity Employer Statement
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, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination.
In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works.
Recruiting Scams and Fraud
We At AlphaSense Have Been Made Aware Of Fraudulent Job Postings And Individuals Impersonating AlphaSense Recruiters. These Scams May Involve Fake Job Offers, Requests For Sensitive Personal Information, Or Demands For Payment. Please Note
- AlphaSense never asks candidates to pay for job applications, equipment, or training.
- All official communications will come from an @alpha-sense.com email address.
- If you’re unsure about a job posting or recruiter, verify it on our Careers page.
If you believe you’ve been targeted by a scam or have any doubts regarding the authenticity of any job listing purportedly from or on behalf of AlphaSense please contact us. Your security and trust matter to us.
Key skills/competency
- IT Support Analyst II
- Operating Systems
- Networking Fundamentals
- Identity Management
- Root Cause Analysis
- Knowledge Base Management
- Technical Escalations
- IT Project Leadership
- Enterprise Tooling
- Scripting and Automation
Skills & topics
- IT Support
- Help Desk
- Level 2 Support
- Operating Systems
- Networking
- Identity Management
- Troubleshooting
- Knowledge Base
- IT Projects
- AlphaSense
- NYC
- Tech Support
How to get hired
- Tailor your resume: Highlight advanced troubleshooting, OS, networking, and identity management skills relevant to an IT Support Analyst II role.
- Showcase project experience: Emphasize any experience leading small IT projects like office setups or device refreshes.
- Demonstrate problem-solving: Provide examples of root-cause analysis and independent judgment in previous IT support roles.
- Prepare for technical questions: Be ready to discuss complex OS, networking, and identity management scenarios.
- Highlight communication skills: Prepare examples of creating documentation and mentoring peers.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the primary responsibilities of an IT Support Analyst II at AlphaSense?
- An IT Support Analyst II at AlphaSense focuses on advanced troubleshooting of operating systems, networking, and identity management issues. They act as a critical escalation point for Level 1 analysts, create and maintain knowledge base articles, identify trends in support tickets to proactively address service degradation, and mentor junior team members. The role involves independent problem-solving and making judgment calls within defined IT standards.
- What technical skills are essential for the IT Support Analyst II role at AlphaSense?
- Essential technical skills include deep knowledge of operating systems, networking fundamentals, and identity management. Proficiency in troubleshooting complex technical escalations, performing root-cause analysis, and familiarity with enterprise tools like Okta, Google Workspace, Kandji, or Microsoft Intune are highly valued. Experience with scripting or automation for IT process improvements is a plus.
- Does AlphaSense offer remote work for the IT Support Analyst II position?
- The job description indicates AlphaSense has offices globally, including in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland, and is headquartered in New York City. While not explicitly stated as remote, the emphasis on global scaling and a collaborative team might suggest opportunities for hybrid or remote work depending on specific team needs and location. It's best to inquire further during the application process.
- What is the expected salary range for an IT Support Analyst II at AlphaSense?
- The compensation range provided for the IT Support Analyst II position at AlphaSense is $60,000 to $75,000 USD annually. This range is benchmarked against similar stage growth companies and internal comparables. The final offer may vary based on candidate experience, expertise, and other factors, and may also include equity and benefits.
- How does AlphaSense handle IT projects as part of the IT Support Analyst II role?
- IT Support Analysts II at AlphaSense may lead small projects such as device refreshes or office setups. This involves ensuring the workforce operates seamlessly and contributing to the lifecycle management of IT assets. Project leadership experience is considered a 'nice to have' for this role.
- What are AlphaSense's policies on discrimination and accommodation for the IT Support Analyst II position?
- AlphaSense is an equal-opportunity employer committed to a supportive and respectful work environment. They do not discriminate based on race, color, sex, national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. They also provide reasonable accommodation for qualified employees with protected disabilities.