IT Support Analyst I

Skills

About the Role

You'll be the primary on-site technology resource for the Helsinki office, balancing hands-on IT support for employees with office operations coordination. As the face of Corporate Technology in Helsinki, you'll be the first point of contact when something breaks, a new hire arrives, or the meeting room display needs attention. You'll work closely with the Global Service Delivery team and take direction from the Director, Global Service Delivery, while also partnering with Facilities and Office Operations for day-to-day office needs.

Requirements

• 1+ year of experience in an IT support, helpdesk, or office technology role (internship or part-time experience considered)
• Solid foundational knowledge of macOS and/or Windows desktop environments
• Familiarity with common SaaS productivity tools such as Google Workspace, Slack, Zoom, and Microsoft 365
• Strong customer service orientation with excellent verbal and written communication skills in both Finnish and English
• Ability to prioritize and manage multiple requests in a dynamic, fast-paced environment
• Comfortable working with some degree of autonomy as the primary IT presence in the Helsinki office
• A collaborative, team-first attitude with a genuine interest in growing an IT career
• Experience with MDM platforms such as Kandji or Microsoft Intune (nice to have)
• Familiarity with identity and access management tools such as Okta (nice to have)
• Experience with ITSM ticketing systems (Jira Service Management or similar) (nice to have)
• Professional certifications such as CompTIA A+, Google IT Support, or ITIL Foundations (nice to have)
• Prior experience in a corporate technology, office operations, or facilities coordination role (nice to have)

Responsibilities

• Perform hardware setup, configuration, and deployment for new hire onboarding, including MacBooks (Kandji MDM) and Windows laptops (Microsoft Intune)
• Troubleshoot and resolve common end-user issues related to macOS, Windows, Google Workspace, Slack, Okta, Zoom, and Microsoft 365
• Maintain and support conference room AV and video conferencing equipment (Zoom Rooms, displays, cameras, and peripherals)
• Assist with employee offboarding, including device collection, wipe, and return to inventory
• Manage local IT hardware inventory and asset tracking
• Escalate complex or security-related issues to Global Service Delivery, Integrated IT, or Information Security teams
• Contribute to the AlphaSense IT knowledge base by documenting resolutions and common support procedures
• Act as the on-site liaison between IT and the Helsinki office management team for facility-related technology needs
• Coordinate IT-related aspects of office logistics including desk setups, office moves, and hardware procurement requests
• Support office events, all-hands meetings, and team gatherings with AV and technology setup
• Manage local technology vendor relationships and escalate issues as needed
• Assist with physical security technology such as access badge readers and cameras
• Support the shipping, receiving, and tracking of IT hardware through asset management tooling (Workwize)

Benefits

• Flexible working arrangements
• Distributed company culture with office attendance expected once a week