TITLE:
SYSTEMS SUPPORT ANALYST
DEPARTMENT:
INFORMATION TECHNOLOGY
REPORTS TO:
DIRECTOR OF INFRASTRUCTURE
FLSA STATUS:
EXEMPT
JOB DESCRIPTION REVISION:
5/4/26
BASIC FUNCTIONS
This role delivers frontline IT support and operational stability across endpoint, network, and hybrid cloud environments. The IT Support Analyst I ensures employees can securely and efficiently access systems critical to business operations, directly supporting productivity, uptime, and regulatory compliance (including NIST 800-171 and CMMC Level 2).
The position contributes to business objectives by:
• Minimizing user downtime and service disruptions
• Supporting secure access to corporate systems and data
• Enabling scalable, standardized IT service delivery
SPECIFIC DUTIES
End-User Support & Service Desk
- Provide Tier 1/2 support for desktops, laptops, mobile devices, and peripherals (Windows 11, macOS, iOS, Android)
- Troubleshoot hardware, software, network, and access issues (local and remote users)
- Manage tickets through ITSM platforms (e.g., ManageEngine, ServiceNow, Jira Service Management) with SLA adherence
- Support identity and access management (Active Directory, Azure AD / Entra ID, MFA, SSO, conditional access)
- Provision/deprovision of user accounts, devices, and permissions following least-privilege principles
- Support Microsoft 365 ecosystem (Exchange Online, Teams, OneDrive, SharePoint)
Endpoint & Device Management
- Deploy, configure, and maintain endpoints using tools such as:
- Microsoft Intune / Endpoint Manager (or equivalent UEM platforms like ManageEngine, NinjaOne)
- Perform OS imaging, patching, and lifecycle management
- Enforce endpoint security policies (encryption, EDR, compliance baselines)
- Support remote workforce technologies (VPN, ZTNA, secure access)
Infrastructure & Operations Support
- Assist with administration and support of:
- Windows Server (2016/2019/2022)
- Active Directory (on-prem) and Azure AD hybrid environments
- Virtualization platforms (Nutanix AHV, VMware as applicable)
- Support network infrastructure including:
- Firewalls (FortiGate)
- Switching/Wireless (Meraki, FortiSwitch)
- VLANs, DHCP, DNS, TCP/IP troubleshooting
- Assist with backup and disaster recovery solutions (e.g., Veeam, HYCU, Azure Backup)
- Monitor system health, alerts, and performance
Collaboration, Telecom & AV Support
- Support VoIP and unified communications platforms (RingCentral Phone, Zoom, or equivalent)
- Maintain and troubleshoot conference room technology and AV systems
- Assist with network and connectivity troubleshooting for collaboration tools
Security & Compliance
- Follow and enforce IT security policies aligned with:
- Support vulnerability remediation, patch compliance, and endpoint protection
- Assist with audit evidence collection and documentation
- Promote user awareness of cybersecurity best practices
Projects & Continuous Improvement
- Participate in IT projects (infrastructure upgrades, migrations, office expansions)
- Contribute to process improvement, automation, and documentation
- Maintain accurate documentation (knowledge base, SOPs, asset inventory)
- Assist in cabling, patching, and physical infrastructure improvements
Professionalism & Service Delivery
- Deliver high-quality customer service and technical support
- Communicate effectively with users and stakeholders at all levels
- Escalate issues appropriately and collaborate across IT teams
- Maintain a proactive, solutions-oriented approach
STANDARD REQUIREMENTS
Ensure compliance with applicable standards and frameworks, including but not limited to:
- ISO 9001 / ISO 27001
- NIST 800-171 / CMMC Level 2
- DFARS, C-TPAT
METRICS AND MEASURABLES
Help Desk Queue Health
- Waiting for 3rd Party: actively coordinated with management; prioritized for relevance and urgency.
- Waiting for Customer: target - fewer than 15 open items at any time.
- Waiting on Support: target - fewer than 10 open items at any time.
Service Level & Change Management
- Meet or exceed all business-defined SLA response and resolution targets.
- Follow established Change Management procedures to minimize operational risk.
- Evaluate and document communication, backup, recovery, and risk considerations for every change.
Project Delivery
- Complete project tasks on schedule with proactive status updates to stakeholders.
- Sustain ongoing compliance with NIST 800-171, CMMC, DFARS, C-TPAT, and other applicable frameworks.
EDUCATION / EXPERIENCE / COMPENTENCY
Required
- Strong knowledge of:
- Windows 11 and Microsoft 365 ecosystem
- Active Directory & Azure AD (Entra ID)
- Networking fundamentals (DNS, DHCP, VPN, TCP/IP)
- Experience with:
- Endpoint management (Intune, ManageEngine, or equivalent)
- Ticketing systems and SLA-driven support environments
- MFA, SSO, and identity lifecycle management
- Familiarity with:
- Firewalls and VPN technologies (IPsec, SSL VPN)
- Backup and recovery solutions
- Strong troubleshooting, analytical, and problem-solving skills
- Ability to work independently and within a team
Desired
- Experience with:
- Hybrid cloud environments (Azure, AWS)
- Nutanix AHV or VMware virtualization
- Fortinet (FortiGate, FortiSwitch) and Cisco Meraki
- Security frameworks (NIST, CMMC)
- Experience with Microsoft 365 (Exchange, Teams, OneDrive, SharePoint)
- Scripting or automation (PowerShell)
Education & Certifications
- Bachelor's degree in information technology or related field (or equivalent experience)
- Preferred certifications:
- CompTIA A+, Network+, Security+
- Microsoft (MD-102, AZ-900, MS-900)
- ITIL Foundation (preferred)
Physical Requirements & Work Conditions
- On-site role in Randolph, NJ with occasional travel to other office locations.
- Ability to lift and move equipment up to 50 lbs. (PCs, monitors, networking gear)
- Work may require:
- After-hours support, maintenance windows, and on-call rotation
- Work in IT closets/server rooms (rack/stack, cabling)
TRAINING REQUIREMENTS
ALL TRAININGS OUTLINED FOR THIS JOB DESCRIPTION ARE IDENTIFIED WITHIN THE COMPANY’s TRAINING MATRIX, LOCATED WITHIN THE LEARNING MANAGEMENT TOOL WITHIN EACH INDIVIDUALS PRE-REQUISITES.
