Position00238EC Sr. Systems Support Analyst
City, StateBoston,Mass
CountryUnited States
Contact NameSteve Silvi
DescriptionThe Senior Systems Support Analyst is will play a critical role in maintaining the technology, desktop, and network capabilities of CMB. Reporting to the Director of IT, the Sr. Analyst is responsible for the performance of the firm’s network, workstation, connectivity, security, telecom and compliance services.

Qualified candidates must be committed to superior technology capabilities, customer experience and ongoing improvement. This position partners with the Client's managed service provider (MSP) and vendors to support the technology and process needs of a mobile workforce engaged in time-sensitive and confidential analytic initiatives. This position requires exceptional customer service and collaboration abilities, attention to detail, prioritization skills and the ability to work independently as well as part of a team.

Responsibilities and Expectations

Essential Duties

• Actively and positively engage with clients, colleagues, vendors, and partners

• Configure, deploy, troubleshoot, and maintain on-site and remote Windows-based laptops

• In cooperation with our MSP, administer on-prem and cloud-based Windows servers in a VMware environment

• Administer all cloud-based software platforms, including Microsoft Office 365, Salesforce.com, and Amazon WorkSpaces

• Actively prioritize, manage and execute on support requests to timely resolution by leveraging internal and external resources and escalating issues when necessary

• Ensure remote user connectivity through VPN with dual-factor authentication

• Establish and maintain secure connections between the firm and its clients using sFTP and PGP among other capabilities

• Support ISO 27001 certification by maintaining server and laptop security, deploying updates, remediating vulnerabilities, following defined protocols and maintaining required documentation

• Actively maintain key compliance records including but not limited to access control requests, onboarding/offboarding documentation and asset data

• Maintain cloud-based VoIP telecommunication system, handsets, audio/video conferencing capabilities, and presentation technologies

• Actively seek out opportunities to improve reliability, availability, efficiency and capability across all technology resources and processes

• Actively create and maintain procedural documentation


• Bachelor’s degree in Computer Science and minimum 5 years’ experience in an IT support role

• Extensive experience deploying and supporting laptop computers

• Strong understanding of laptop operating platforms (Windows 2007 and Windows 10); proficiency in Windows 10, including management capabilities, is highly desirable

• Strong knowledge of server configuration and administration (Windows Server 2008 R2, 2012 and 2016), virtual networking (VMware), and connectivity

• Strong experience with access control and rights management with Active Directory; experience with Microsoft SCCM and Intune a plus

• Experience provisioning and administering cloud-based applications including Microsoft Office365, Amazon WorkSpaces, and Salesforce.com

• Knowledge of information security concepts, including but not limited to encryption, access control, firewall management, secure Internet gateway, and dual-factor authentication

• Knowledge of secure communication capabilities including sFTP, VPN and encryption key management

• Exceptional customer service skills and the ability to interact positively at all levels of the organization

• Ability to communicate effectively with technical and non-technical audiences

• Flexible to frequently changing priorities and unanticipated issues that may require occasional evening or weekend effort

• Ability to problem solve and work independently with little to no direction

• Ability to effectively prioritize, multitask, and follow-through on assigned tasks but willing to ask for assistance when needed

• Commitment to learning new technologies and offering improvement suggestions