Desktop Analyst

Position Overview

Align is seeking a reliable and customer-focused Desktop Analyst to provide frontline support for end users across our managed services clients. The Desktop Analyst will work within the Align Managed Services team, which delivers monitoring and support for critical and non-critical IT assets. Prior experience supporting users in a managed services or corporate environment is preferred, and strong communication, customer service, and troubleshooting skills are essential. Experience working with executive or VIP users is a plus but not required. Critical IT assets. Prior experience supporting users in a corporate environment is preferred, and strong communication, customer service, and troubleshooting skills are essential. Experience working with executive or VIP users is a plus but not required.

This role requires strong attention to detail, the ability to follow documented procedures, and a commitment to delivering high-quality support in a fast-paced environment.

• This is a hybrid role requiring onsite presence three days per week, either at client sites in Newark or Mountainside, NJ, or at our NYC office.
• You will be required to participate in a rotational on-call schedule that includes overnights and weekends
• This is a full-time position offering full benefits, a salary in the $60K to $70K range, and paid training

Responsibilities

• Provide frontline chat-based technical support for end users across key managed services clients.
• Deliver excellent customer service, follow-through, and resolution, including occasional support for executive and VIP users.
• Assist users with common technical issues including:
  • Password resets
  • Basic connectivity issues
  • Microsoft Office Administration
  • O365 Application Support
  • IP phone and workstation issues
• Perform basic workstation tasks including installing, upgrading, and removing desktop applications.
• Support inventory tracking for hardware, peripherals, and user equipment.
• Escalate issues appropriately to senior team members when necessary.
• Follow documented troubleshooting steps and internal procedures to ensure consistent resolution.
• Ensure desktops, printers, and user workstations are operational and escalate hardware failures as needed.

Required Qualifications

• Minimum 1 year of desktop support or end-user support experience.
• Experience supporting Hybrid and/or Cloud environments (e.g., on-prem and cloud based infrastructure).
• Experienced with:
  • Microsoft 365, Exchange, Intune
  • Entra ID (Azure AD)
  • Active Directory (password resets, group membership)
  • Remote support tools and VPN
  • Basic networking concepts (DNS, DHCP, Wi-Fi troubleshooting)
  • Egnyte or similar file sharing solutions
• Strong customer service orientation and comfort interacting with users of all technical levels.
• Excellent written and verbal communication skills.
• Ability to multitask, prioritize, and work efficiently in a fast-paced environment.
• Team-oriented mindset with a willingness to learn and grow.

Preferred Qualifications

• 1-2 years of helpdesk or desktop support experience in a fast‑paced MSP or corporate environment.
• Bachelor's degree or relevant IT certifications preferred (CompTIA A+, Network+, etc.).
• Familiarity with troubleshooting fundamentals, systematic problem solving, and identifying when to escalate.
• Exposure to the Hedge Fund or Alternative Investment industry is helpful but not required.

To support a fair, consistent, and high-quality hiring experience, some interviews may be recorded. These recordings help our team focus fully on the conversation at hand, rather than note-taking, and allow us to better evaluate and improve our recruitment process. Recordings are used solely for internal purposes such as training, quality assurance, and process improvement. Candidates will be informed in advance and asked to provide consent before any recording takes place.

Tier 1

PM26