Analyst, Desktop Support

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; escapulate 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). undefined 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.

Salary Range: $80,000 - $110,000 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.