IT Support Analyst

Position Summary:

Grayscale is hiring a Level 2 Help Desk Analyst to support our growing team and to keep technology running smoothly across the company. You’ll play a key role in making sure employees have the tools and support they need to stay productive. This position is ideal If you’re a self-starter who enjoys solving problems, improving systems, and delivering fantastic service. You will be the go-to resource for on-site support but also can shape how we manage and deliver technology across the firm. This role is for someone looking to grow their career, expand their skillset, gain experience in the financial services industry. Experience in an MSP (embedded support) or internal Help Desk is strongly preferred. Hours are typically M-F 9-5pm in addition to an On Call rotation.

Responsibilities:

• Deliver frontline technology and security support across the firm, serving as the first point of contact for both onsite and remote employees.
• Own lifecycle of support tickets, from triage and investigation, through escalation and remediation, to, documentation, and closure, ensuring issues are addressed quickly, professionally, and with lasting fixes.
• Troubleshoot and resolve hardware, software, and connectivity issues across both Windows and MacOS endpoints, as well as iOS mobile devices.
• Serve as the primary technical lead for onboarding and offboarding engagements.
• Contribute to and maintain our internal knowledge base to improve problem resolution speed and consistency.
• Participate in proactive maintenance efforts including patching, monitoring, and system hygiene across all supported endpoints and peripherals.
• Collaborate with the IT/Security department on internal projects and system improvements.
• Participate in an after-hours on-call schedule.

Prior Experience/Requirements:

• Live within commuting distance of Stamford CT
• 3+ years of relevant IT experience at an MSP or Internal Help Desk
• Systems Administration with proficiency working in Okta, M365, Azure, and other SaaS applications
• Hands-on Project experience, from scoping and planning to deployment and closure
• Strong problem-solving skills to diagnose and resolve complex technical issues
• Effective communication skills to interact with employees and various levels of management
• Excellent listening skills with the ability to communicate complex technical concepts clearly
• Strong sense of ownership with an empathetic client-first mindset