IT Experience Analyst

About the role

Anaplan’s IT team delivers the complete life cycle of IT services for staff, 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 will work onsite Monday‑through‑Friday in Reston, VA, providing frontline support and contributing to more advanced responsibilities such as AV, teleconferencing, and departmental event support.

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.

Qualifications

• 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.
• 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.

Pay

Base Salary Range: $74,000 USD – $106,000 USD

Our Commitment to Diversity, Equity, Inclusion and Belonging

We believe attracting and retaining the best talent and fostering an inclusive culture strengthens our business. DEIB improves our workforce, enhances trust with our partners and customers, and drives business success. We hire you for who you are and want you to bring your authentic self to work every day. Individuals with disabilities will receive reasonable accommodation throughout the application, interview, and employment processes.