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.
