Information Technology Support Analyst
Team: Technology Services
Reports to: Head of Technology
JOB DESCRIPTION
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.
PRIMARY RESPONSIBILITIES
- 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.
REQUIRED SKILLS AND QUALIFICATIONS
- 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 ID user administration.
- Knowledge of Microsoft Teams, Zoom, printing services, and business application support.
