Systems Support Analyst

Job Description

Job Description

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:
  • NIST 800-171
  • CMMC Level 2
• 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.