Information Technology Support Analyst

We are seeking an Information Technology Support Analyst to provide first-line technical support for all employees at our Boston and Manchester, NH offices. In this role you will ensure a timely resolution of Tier 1 & 2 technical issues related to desktops, laptops, Citrix VDI, IGEL devices, Microsoft 365, core financial services business applications, and audio/video technologies.

• Provide Tier 1 and Tier 2 support for IT Infrastructure, including desktops, laptops, mobile devices, and related peripherals, with a focus on minimizing downtime.
• Serve as the primary point of contact for IT support.
• Troubleshoot and resolve issues related to Citrix desktop sessions, video conference technologies, printing, application access, and device configuration.
• Manage helpdesk tickets, tracking, updates, and closure in accordance with internal SLAs.
• Support user account administration including password resets, access changes, and onboarding and offboarding tasks.
• Assist with system upgrades, device setups, and endpoint maintenance.
• Escalate advanced issues to infrastructure or vendor teams as needed.
• Maintain documentation, SOPs, and user guides to improve helpdesk efficiencies.

• Bachelor’s degree in computer science, MIS, or related field; or equivalent experience and certifications (CompTIA, Microsoft 365 Certified).
• 2-5 years’ experience in IT support or helpdesk operations.
• Proficiency with Microsoft Windows desktop environments, Active Directory, Group Policy.
• Working knowledge of Microsoft Windows, Citrix, IGEL thin clients, and Microsoft 365.
• Experience with ticketing systems and troubleshooting hardware/software issues.
• Strong customer service, communication, and organizational skills.
• Experience in financial‑services or regulated industries.
• Familiarity with Active Directory/Entra  administration.
• Knowledge of Microsoft Teams, Zoom, printing services, and business application support.