Information Technology Support Analyst

Position: IT Support Analyst Group: IT - Database Administration

Reports to: Manager, Database Administrator Status: Full-Time Exempt

We are looking for an IT Support Analyst to join our Desktop Support team within the broader Infrastructure organization. This is a hands-on role responsible for delivering high-quality Tier 1 and Tier 2 support to Pan Agora employees across corporate, research, and trading functions. The ideal candidate has strong Windows and Microsoft 365 fundamentals and a customer-first mindset; prior end-user support experience in a professional environment is a plus.

You will work closely with our Platform Services, Database, and Networking teams and gain exposure to enterprise systems in a highly technical, security-conscious environment.

• Serve as a primary point of contact for end-user incidents and service requests submitted via our ITSM ticketing system, phone, chat, and walk-ups.
• Triage, prioritize, and resolve tickets within SLA; elevate appropriately to senior engineers and infrastructure specialists when needed.
• Manage Windows 11 endpoint lifecycle: imaging, deployment, patching, and refreshing.
• Handle day-to-day administration and end-user support across Active Directory, Entra  (Azure AD), and Microsoft 365 (Outlook, Teams, One Drive, SharePoint) - group membership, license assignment, MFA, and mailbox, distribution list, and shared drive requests.
• Enroll and support mobile devices (iOS and Android) via Intune.
• Support conference room and AV technology (Teams Rooms, video conferencing, displays, peripherals).
• Perform new-hire onboarding and departure workflows: hardware provisioning, account setup, application access, and equipment recovery.
• Troubleshoot hardware, peripherals, and end-user connectivity issues; coordinate warranty repairs and vendor RMAs.
• Assist with software deployment, endpoint agent health (AV/EDR, monitoring, backup), and remediation of vulnerabilities identified by security tooling.
• Maintain accurate asset records and contribute to the internal knowledge base with clear, reusable documentation.
• Participate in an on-call or after-hours rotation for critical incidents as needed.
• Support periodic projects such as hardware refresh cycles, office moves, and infrastructure rollouts.

• Prior hands-on experience providing end-user support in a Windows and Microsoft 365 environment.
• Solid understanding of networking fundamentals: DNS, DHCP, VPN, Wi-Fi troubleshooting.
• Excellent verbal and written communication skills; ability to explain technical issues clearly to non-technical users, including senior stakeholders.
• Strong organizational skills and attention to detail; able to manage a fluctuating queue of concurrent tickets.
• Ability to work onsite in Boston on a hybrid schedule (4 days/week) and provide occasional coverage outside normal business hours.

• 2-4 years of professional IT support experience (help desk, desktop support, or equivalent).
• Associate or bachelor’s degree in information technology, computer science, or a related field (equivalent experience considered).
• Industry certifications such as CompTIA A+, Network+, Microsoft 365 Certified:
  Modern Desktop Administrator, or Microsoft Certified:
  Endpoint Administrator.
• Prior experience supporting financial services, asset management, or other regulated environments.
• Exposure to Power Shell scripting for repetitive administrative tasks.
• Experience with Cisco or Poly conferencing hardware.

Founded in 1989, Pan Agora (Greek for across marketplace) Asset Management is a premier provider of investment solutions spanning most major asset classes and risk ranges. We seek to provide…