Systems Support Analyst

Triman Industries Inc
Randolph, NJ

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Job Details

Full-time
$60,000 - $70,000 a year

Qualifications

SSO
Cloud identity and access management (IAM)
IT user and group management
Incident management software
Data recovery
Equipment troubleshooting
Server backup and recovery
Microsoft Exchange
SSL
Email configuration (technical support)
Cloud service support
Remote access management
Azure AD
Customer support ticket management
Data access controls implementation
Collaborative technology platforms
SharePoint
Data backup
MFA
UEM
Access control management
VPN management
Ticketing system technical support

Full 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.

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