Systems Support Analyst

Blue Raven Solutions; United States; Remote; USD 60,000 - 70,000; Full time

Job summary

Blue Raven Solutions is seeking a Systems Support Analyst to deliver frontline IT support across endpoints, networks, and hybrid cloud environments. You will ensure secure and efficient access to critical systems, directly supporting productivity and uptime while aligning with regulatory requirements like NIST 800-171 and CMMC Level 2.

The role emphasizes end-user support, Microsoft 365 administration, and collaboration with IT teams to maintain system health, security policies, and incident

Qualifications

• Bachelor’s degree in information technology or related field is required.
• Experience providing frontline IT support in an enterprise environment.
• Familiarity with ITSM platforms and identity/access management.

Responsibilities

• Provide Tier 1/2 support for desktops, laptops, and mobile devices.
• Troubleshoot hardware, software, and network issues for local and remote users.
• Manage tickets with SLA adherence using ITSM platforms.
• Support identity and access management (AD, Azure AD, MFA, SSO).
• Assist with endpoint security, patching, and OS imaging.

Skills

IT support

Service Desk

Endpoint management

Active Directory

MFA / SSO

Microsoft 365

Network troubleshooting

Education

Bachelor's degree in IT or related field

Tools

ManageEngine/ServiceNow/Jira Service Management

Intune / Endpoint Manager

PowerShell

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Systems Support Analyst

Full Time Technical Triman-Remote

30+ days ago Requisition ID: 1049

Salary Range: $60,000.00 To $70,000.00 Annually

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

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)
• 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
• 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
• 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.
• 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
• 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)
• 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.