Job Summary:
The IT System Analyst is responsible for providing technical support and ensuring the reliable operation of the organization's technology environment while delivering a high level of customer service to staff and other stakeholders. This role serves as a primary escalation point for IT service requests, providing timely, professional, and effective resolution while clearly communicating with users throughout the support process. The position administers and maintains Microsoft 365 and other core business systems, manages email administration and mail flow, supports cybersecurity operations, and identifies opportunities to improve business processes through automation and technology solutions. Working closely with the Director of Information Technology, the IT Systems Analyst supports system implementations, maintains technical documentation, monitors the technology environment, and helps ensure the security, availability, and performance of organizational systems and services.
Key Responsibilities:
- Respond to, troubleshoot, and resolve IT support requests in a timely manner submitted through the IT ticketing system, providing technical support for hardware, software, network, Microsoft 365, and business application issues.
- Install, configure, maintain, and support computers, mobile devices, printers, telephones, and other technology equipment across all RCAP Solutions locations.
- Administer and maintain Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, Entra ID, email administration, mail flow, and user account management.
- Support the organization's cybersecurity efforts by assisting with security monitoring, identity and access management, vulnerability remediation, phishing investigations, and implementation of security best practices.
- Develop and maintain technical documentation, standard operating procedures (SOPs), and knowledge base articles, while supporting technology projects, system upgrades, software deployments, and business process improvements.
- Collaborate with internal departments, software vendors, and third-party support providers to maintain business systems, resolve technical issues, and perform other duties and special projects as assigned by the Director of Information Technology.
- Lead with RCAP Solutions values: Integrity, Empathy, Empowerment, Passion, Community and a Commitment to a Better Tomorrow.
- Other duties as assigned by supervisor.
Experience Requirements:
- Minimum of 1–3 years of experience providing technical support, systems administration, or IT operations in a Microsoft Windows and Microsoft 365 environment.
- Experience supporting and administering Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, and Entra ID (Azure Active Directory).
- Strong analytical, troubleshooting, organizational, and problem-solving skills with the ability to manage multiple priorities and provide excellent customer service.
- Excellent verbal and written communication skills with the ability to collaborate effectively with technical and non-technical staff, vendors, and external partners.
- Excellent time management, organizational, and communication skills.
- Highly motivated self-starter.
- Possess a high level of attention to detail and accuracy. Able to maintain confidentiality.
- Excellent attention to detail, organizational skills, and the ability to handle multiple projects simultaneously.
- Encourage a positive work environment that is inclusive and supportive of change.
- Ability to work independently or in a team environment with minimal supervision.
Education Requirements:
- Associate or Bachelor’s degree in information technology, Computer Science, Information Systems, or a related field, or an equivalent combination of education and relevant work experience.
Certifications or Licensures:
- Microsoft certifications (Microsoft 365 Administrator, Azure Administrator, Intune, Security, or equivalent) are preferred.
- Valid Massachusetts Driver’s license, insured vehicle, and the ability to travel locally.
Supervisory Responsibilities:
- No supervisory responsibilities
Working Conditions/Physical Requirements:
- Typical work settings include the ability to spend extended hours sitting and using office equipment and computers.
- Move regularly from sitting to standing position as well as frequently bending to file and print documents.
- Regular walking and standing throughout the facility on a daily basis.
- Ability to work on repetitive tasks and use fine motor skills to handle and control objects.
- Ability to use earpieces or headphones. Speak, listen, and understand others.
- Occasionally lift 15 to 30 lbs.
- Travel occasionally throughout the state as needed.
Benefits:
- Medical, vision, and dental insurance
- 403(b) retirement plan with company contribution and match
- Long-term disability insurance coverage
- Free life insurance
- Health Savings Account (HSA) and Flexible Spending Account (FSA) Offerings
- 14 paid holidays
- Your birthday is an additional paid holiday (after 1 year of service)
- And more!
FLSA Status:
Ability to Commute:
- Worcester, MA 01602 (Required)
Job Type:
Pay: $32.69 - $34.62 per hour
Work Location: In person
