IT Experience Analyst - Frontline IT Support & AV

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

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.