IT Systems Support Analyst

The salary range (or hiring range) for this exempt position has been established at: $95,000- $110,000.

The above salary range represents the company's good faith and reasonable estimate of the range of possible compensation at the time of posting. In addition, we offer a variety of benefits including company holidays, paid time off, health insurance, dental insurance, vision insurance, life and disability insurance, tuition reimbursement, as well as 401K with company match. This job will be posted until filled or withdrawn.

Cape Fox Shared Services is seeking an experienced IT Systems Analyst to join our talented IT team. The IT Systems Analyst plays a key role in improving business processes, enhancing system performance, and ensuring the reliable operation of enterprise technology across the Cape Fox organization. This position combines hands-on technical support with analytical problem solving, serving as a bridge between end users, IT leadership, and technical teams. The Systems Analyst gathers feedback, identifies opportunities for improvement, supports system upgrades and enhancements, and helps optimize how employees use IT resources. In addition, this role assists the Senior System Administrator and IT Manager with help desk escalations, documentation, training, and continuous improvement initiatives that strengthen overall IT service delivery.

• Serve as an onsite and remote point of contact for technical issues, providing Tier 2-3 support and coordinating escalations as needed.
• Analyze system performance, gather user feedback, and recommend improvements to enhance efficiency and user experience across the organization.
• Collaborate with employees and business units to define requirements and produce specifications for new or updated systems, workflows, and integrations.
• Support system enhancements and software changes by following established change management processes and ensuring proper documentation.
• Act as an administrator for assigned applications and platforms, assisting with licensing, configuration, access, and maintaining accurate software inventories and tracking tools.
• Provide clear, timely updates in help desk tickets, projects, and documentation to support transparency and accurate progress tracking.
• Develop and deliver training to employees to help them effectively use IT systems, tools, and processes.
• Create and maintain detailed knowledge base articles, troubleshooting guides, and documentation to support the Service Desk and improve issue resolution time.
• Assist with tracking, auditing, and managing IT assets, deployed equipment, and inventory systems.
• Participate in special projects, technology rollouts, system upgrades, and other initiatives as required.
• Travel occasionally to other company locations to support staff or assist with onsite technology needs.