What are the responsibilities and job description for the IT Systems Analyst position at RCAP Solutions, Inc.?
Position Summary: The IT Systems 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. 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. [Click Here to
Apply](https://www.rcapsolutions.org/job/it-systems-analyst/)
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. 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. [Click Here to
Apply](https://www.rcapsolutions.org/job/it-systems-analyst/)