Service Desk Analyst 3.2 3.2 out of 5 stars Raleigh, NC • Hybrid work Agio is a hybrid managed IT and cybersecurity provider servicing the financial services, health care and payments industries. The company has extensive experience supporting the alternative investment space, specializing in hedge funds, private equity firms and asset managers. Agio offers technology hosting, monitoring, management, helpdesk, disaster prevention and recovery, as well as managed security, 360° cybersecurity programs, virtual CISO (vCISO) support and cybersecurity consulting. We have team members in the US, UK, Canada, India and the Philippines. Our remote work policy allows us to accommodate our employees' need for flexibility. Our family forward mentality and work-life balance focus empower our employees to live their best life at Agio.

WE OFFER

Comprehensive health benefits including vision, dental, disability, life insurance, and more with immediate coverage An inclusive and extended parental leave policy, birth mothers are fully paid up to 24 weeks 401K plan Uncapped vacation time off 9 paid holidays 10 paid sick days 32 hours of paid volunteer time off Training and growth opportunities A multicultural and diverse team A supportive work environment Social events Agio swag And more The estimated annual salary for this role is $48,000.00 - $58,000.00 USD.

RELEVANCE AND IMPACT

The Service Desk Analyst II is the first line of contact with our clients. Your ability to communicate clearly and to stay cool under pressure is essential while either assisting our clients directly or escalating to the correct team. Attention to detail, technical aptitude, and the ability to roll with changes will help you be successful in the different environments you will need to be comfortable moving around in. This role is ideal for detail-oriented professionals with a strong technical background who are passionate about customer service and efficiency. You will be responsible for handling service requests, including user access control, onboarding and offboarding, software deployment, and other IT-related tasks. Your ability to follow processes with precision and work to a consistently high standard will be key to your success.

Schedule:

Monday - Friday; 1:00 PM - 10:00

PM ET Hybrid:

At least 3 days on-site Why Join Agio? Be part of an innovative and growing team in a dynamic IT environment. Gain hands-on experience with cutting-edge technologies. Work in a collaborative culture that values professional growth and continuous learning. Competitive salary and benefits package. If you are a passionate IT professional with a commitment to customer service and technical excellence, we encourage you to apply today!

Key Responsibilities Service Request Fulfillment:

Manage and own customer catalog requests, ensuring timely and accurate fulfillment, including user and device onboarding/offboarding, access control, and conditional access policy application.

Customer Service:

Provide exceptional verbal and written communication, ensuring a high-quality customer experience. Maintain a professional and friendly demeanor.

Efficiency & Accuracy:

Complete at least 90% of service requests within defined SLAs, ensuring extreme attention to detail and accuracy.

Issue Escalation:

Identify and escalate complex issues to Engineering support teams as necessary.

Ownership & Resolution:

Take full ownership of cases, following up with end-users until a confirmed resolution is achieved.

Automation & Efficiency:

Assist with automation of repetitive tasks and suggest process improvements.

Knowledge Base Contribution:

Document support solutions and client environments to maintain a clear and up-to-date knowledge base.

High Volume Ticket Management:

Handle a high volume of tickets, prioritizing tasks based on SLA requirements while maintaining service excellence.

Phone Support:

Be available for phone support as needed, ensuring prompt and effective assistance to clients.

Requirements & Qualifications Client Experience:

Passion for delivering outstanding client service in a fast-paced and evolving environment.

Communication Skills:

Strong verbal and written communication skills, with a confident and friendly phone presence.

Technical Proficiency:

2+ years of experience in IT support, specializing in Microsoft Windows, macOS, Mobile Device Management, M365, O365, Microsoft Entra ID, VPN, and mobile devices. Strong troubleshooting skills with experience in DNS, DHCP, Microsoft Intune, Active Directory, and Group Policy management.

Analytical Skills:

Ability to diagnose and resolve end-user issues, including hardware, software, and network connectivity problems.

Ticketing Systems:

Experience with IT ticketing platforms (e.g., ServiceNow) and remote support tools.

Team Collaboration:

Proactive and team-oriented with the confidence to share insights and improvements. Ability to remain "Cool Under Pressure."

Hybrid Work Environment:

Ability to work in a hybrid setup, with 2-3 days per week in the office. For overnight and weekend roles, flexibility on in-office requirements is available, with an expectation to be in-office as the team grows. During onboarding, candidates must be available for some business hours/in-office days. Agio is a blend of who we are and what we aspire to be. As an equal opportunity employer, we embrace diversity and are committed to creating an inclusive culture that allows each of us to do our best work and be our best selves. We welcome all interested individuals to apply and encourage applications from people with disabilities, diverse ethnic and cultural origins, veteran status, and people from all races, religions, gender identities, sexual orientations, and expressions. We encourage you to apply if you see a fit between you and the opportunity.