Information Technology Support Analyst

PanAgora Asset Management; Boston (MA); Hybrid; USD 65,000 - 90,000; Full time

Job summary

PanAgora Asset Management is seeking an IT Support Analyst to join the Desktop Support team. This hands-on role delivers Tier 1–2 support to employees across corporate, research, and trading functions, with a focus on Windows and Microsoft 365 along with strong end-user service.

You’ll work with Platform Services, Database, and Networking teams in a security-conscious environment. The ideal candidate has experience in end-user support, a customer-first mindset, and strong Windows & Microsoft 365

Qualifications

• Hands-on end-user support in Windows and Microsoft 365.
• Strong networking fundamentals: DNS, DHCP, VPN, Wi‑Fi troubleshooting.
• Clear communication to non-technical users and stakeholders.
• Onsite in Boston on a hybrid schedule (4 days/week) with occasional after-hours coverage.

Responsibilities

• Serve as a primary point of contact for end-user incidents via ITSM, phone, chat, and walk-ups.
• Triage, prioritize, and resolve tickets within SLA; escalate when needed.
• Manage Windows 11 endpoint lifecycle: imaging, deployment, patching, refreshing.
• Support AD/Entra ID and Microsoft 365 licenses, MFA, mailbox, and groups.

Skills

End-user support

Windows 11

Microsoft 365

Customer service

Strong communication

Hybrid work

Education

Associate or bachelor’s degree in information technology or computer science

Tools

Active Directory

Entra ID / Azure AD

Intune

ITSM ticketing system

Windows imaging & deployment

Microsoft 365 apps (Outlook/Teams/OneDrive/SharePoint)

Job description

Position: IT Support Analyst Group: IT - Database Administration

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

Summary

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 PanAgora 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.

Primary Duties and Responsibilities

Key Responsibilities

• 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 ID (Azure AD), and Microsoft 365 (Outlook, Teams, OneDrive, 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.

Required Responsibilities

• 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.

Preferred Qualifications

• 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 PowerShell scripting for repetitive administrative tasks.
• Experience with Cisco or Poly conferencing hardware.

Company Overview

Founded in 1989, PanAgora (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 investment solutions using sophisticated quantitative techniques that incorporate fundamental insights and vast amounts of market information.While PanAgora’s investment strategies are highly systematic in nature, the processes deployed within these strategies are built and overseen by talented professionals with significant and diverse investment experience. Innovative research plays a central role in our investment philosophy and process, and is an essential component of our firm’s ability to deliver attractive investment solutions. Investment teams are organized into an Equity Strategies group and a Multi Asset Strategies group. Most investment team members are engaged in original research using fundamental intuition, market intelligence, modern finance and scientific methods.

We are committed to providing clients with reliable investment processes, consistent performance, transparency, and access to our investment resources. Our client base is comprised of institutional investors across the globe, including public & private retirement funds, sovereign wealth funds, endowments & foundations, and sub-advisory mandates.

PanAgora is an equal opportunity employer and provides equal employment opportunities to job applicants and employees without regard to race, religion, sex, marital status, color, national origin, age, physical or mental disability, veteran status, pregnancy, ancestry or sexual orientation. PanAgora is committed to maintaining an environment that is free from discrimination as well as adhering to applicable federal and state laws.