IT Experience Analyst

Anaplan Inc; Reston, Northern (VA, KY); Hybrid; USD 74,000 - 106,000; Full time

Job summary

Anaplan Inc is seeking an IT Experience Analyst to deliver frontline IT support onsite in Reston, VA. You will manage end‑user devices, onboard new hires, and resolve issues with a strong customer‑first approach. You’ll work with Office 365, SharePoint, and Exchange Online while collaborating with senior IT staff on AV and conference room setups.

You will communicate clearly, handle tickets end‑to‑end, and contribute to continuous improvement of IT service delivery in a fast‑paced environment.

Qualifications

• Associate's or Bachelor's degree in a technical field, or equivalent hands‑on experience.
• 2–4 years of IT support or customer‑facing service experience.
• Mac and Windows hardware with basic troubleshooting.
• Hands‑on with Microsoft Office 365 (Outlook, Excel, Word, PowerPoint).
• Experience with ticketing systems (ServiceNow) and structured workflows.
• Familiar with JAMF for macOS and Okta/Active Directory for access management.
• Strong verbal and written communication with a customer‑first mindset.
• Ability to work autonomously in a fast‑paced environment.
• SCCM/InTune, Slack, Confluence/Jira a plus.
• Interest in advancing toward senior IT infrastructure, networking, or AV responsibilities.

Responsibilities

• Provide frontline IT support for end‑user devices (Mac/Windows).
• Log, triage, and resolve tickets in ServiceNow or similar system.
• Assist with onboarding, equipment setup, and account provisioning.
• Explain issues in clear, non‑technical terms.
• Support Office 365 / SharePoint / Exchange Online needs.
• Maintain hardware and software asset records.
• Support conference room tech and AV setups with senior staff.
• Follow procedures; improve them where gaps exist.
• Adopt new tools with attention to detail and sound judgment.

Skills

IT support

Mac & Windows

Office 365

ServiceNow

Ticketing systems

Communication

Autonomous work

Prioritization

Education

Associate's or Bachelor's degree

Tools

JAMF

Okta/AD

SCCM/InTune

Slack

Confluence/Jira

Job description

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 celebratingour 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.

Your Impact

• 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

Your 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

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

Our Commitment to Diversity, Equity, Inclusionand Belonging (DEIB)

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. Build your career in a place where diversity, equity, inclusion and belonging aren’t just words on paper – this is what drives our innovation, it’s how we connect, and it contributes to what makes us a market leader. We believe in a hiring and working environment where all people are respected and valued, regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique. We hire you for who you are, and we want you to bring your authentic self to work every day!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request accommodation.