Systems Support Analyst
This position is Hybrid, based out of our Stamford, CT office 3-4 days per week.
About The Lockwood Group: We are The Lockwood Group™—a healthcare services platform built for today’s complex, fast-moving life sciences landscape. Our organization offers a comprehensive suite of capabilities, bringing best-in-class expertise in medical communications, education, animation and visualization, regulatory and clinical consulting, and market access. Powered by our network of specialized companies — we deliver science-first, insight-driven solutions that help innovators accelerate readiness, engage stakeholders, and drive impact—seamlessly, strategically, and collaboratively. Because our flexible structure provides better work-life balance, we attract the best talent, facilitate their best work, and as a result, are more responsive to our clients, wherever and whenever they do business.
Summary: The Systems Support Analyst provides advanced technical support and systems administration across hardware, software, Microsoft 365, and SaaS platforms. This role is designed for an experienced IT professional with 3–5 years of hands-on support experience who can troubleshoot complex issues, support business-critical systems, and serve as a technical resource for end users and IT staff.
Key Responsibilities:
- Provide Tier 2 technical support for hardware, software, operating systems, and network-related issues.
- Administer and support Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, and Azure AD.
- Manage user accounts, permissions, security groups, and device policies.
- Troubleshoot and maintain desktops, laptops, mobile devices, printers, and peripherals.
- Support and manage SaaS applications (user provisioning, access control, integrations, troubleshooting).
- Diagnose and resolve system performance issues across Windows and macOS environments.
- Utilize Jira to track incidents, requests, and changes while maintaining clear documentation.
- Assist with onboarding/offboarding processes, including system access, hardware setup, and license management.
- Apply security best practices, including MFA, endpoint protection, patching, and data protection policies.
- Escalate and collaborate with vendors or internal teams as needed.
- Contribute to IT documentation, knowledge bases, and process improvements.
- Support IT projects such as system upgrades, migrations, and new technology rollouts.
Education: Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent technical education) required.
Professional Skills and Requirements:
- 3–5 years of professional experience in IT support or systems administration.
- Strong working knowledge of Microsoft 365 and Azure Active Directory.
- Hands-on experience with computer hardware, operating systems, and endpoint management.
- Experience supporting and administering SaaS platforms.
- Proficiency using Jira or similar ITSM/ticketing tools.
- Solid understanding of networking fundamentals (DNS, DHCP, VPN, Wi-Fi).
- Strong troubleshooting, analytical, and problem-solving skills.
- Excellent communication and customer service abilities.
- Experience with endpoint management tools (Intune, Jamf, or similar).
- Knowledge of identity and access management, security best practices, and compliance standards.