Systems Support Analyst

Position Overview: Reporting directly to the Chief Information Officer, the Systems Support Analyst will provide frontline technical support for all BlueHub Capital staff. The technology environment is Microsoft-based including Windows 11 and Office 365. In addition to Microsoft Windows laptops, support also includes Teams meeting room facilities and other devices such as Apple Macs. The Systems Support Analyst will also be directly engaged in a pipeline of technology-oriented projects and initiatives.

An exceptional customer service mentality is critical to this role. Strong accountability, analytical, organizational, communication, and collaboration skills are a must. This individual will be the primary point person providing technical support at the organization (with backup as needed by a managed service provider), so they must have the ability to self-manage, operate independently, and adapt to new situations as they arise.

BlueHub Capital has engaged a managed service provider for escalated support, core infrastructure management, and cybersecurity services. If the Systems Support Analyst requires assistance with remediation of an issue, the managed service provider can be engaged.

As the company continues to grow, there are excellent opportunities to learn and take on a pivotal role in project management, cybersecurity, AI, data governance, and advanced Microsoft cloud services administration and support.

Work Arrangements: BlueHub staff are working a hybrid schedule of three days of work in the office (Tu-Th) and two days of remote work (M & F). This role will also require the ability to provide occasional after-hours support for upgrades/triage.

Background: BlueHub Capital is a mission-driven, nonprofit community development financing organization focused on building healthy communities where low-income people live and work. We use innovative financial tools and deploy capital to support projects that make communities more vibrant places to live. BlueHub has four distinct programs: BlueHub Loan Fund (community development financing), BlueHub SUN (foreclosure relief), BlueHub Energy (clean energy access) and One Percent for America (citizenship financing). Since our founding in 1985, BlueHub has invested over $2.6 billion (and leveraged over $13.6 billion) to finance:

• Affordable housing, school facilities, child and youth development programs, community-based health centers, grocery stores, and community gathering places
• Reducing financial barriers to US citizenship
• Clean energy enhancements that expand access to solar and other renewable sources for people with low incomes
• Mortgage lending for families facing foreclosure

Reducing economic inequality is at the heart of why BlueHub exists and why we do the work we do. Our investments focus on marginalized communities, particularly those who’ve been systematically denied access to capital. Our offices are located in the Nubian Square neighborhood of Boston, MA. To learn more about BlueHub Capital, please visit, www.bluehubcapital.org.

Essential Duties and Responsibilities:

The essential duties and responsibilities will include, but not be limited to, the following:

• Quickly and professionally respond to technical support requests.
• Provide primary support for business technologies including laptops, Microsoft O365, printers, network and wireless connectivity, and video conferencing.
• Coordinate with the managed service provider for escalated support.
• Serve as primary liaison with the managed service provider to ensure high-quality support.
• Document, track, and monitor progress on issues to ensure timely resolution on current tickets and to reduce/eliminate future incidents.
• Develop and manage the staff on/offboarding processes for IT setup.
• Conduct IT orientation, training, and onboarding for new hires.
• Develop and maintain a standard laptop build and deployment process.
• Provide on-site support for alerts and tickets generated by the managed service provider.
• Maintain an asset inventory of all technology equipment and accessories.
• Manage access to BlueHub technology via mobile device management (MDM) and multifactor authentication (MFA).
• Provide support for video conference systems and services.
• Investigate and propose new technologies and techniques for both hardware and software to improve customer efficiency, security, and productivity.
• Perform monthly issue and ticket reviews with the managed service provider.
• Participate in 24/7 support and extended support hours when necessary.

Other duties as assigned.

Qualifications and Skills:

• Bachelor’s Degree and/or other intermediate/advanced Microsoft Certifications preferred
• 3+ years of experience providing technical support
• Proficient in Microsoft technologies including Windows 11 and Office 365 applications
• Knowledge of MAC OS, preferred; knowledge of iOS, Android, and mobile technologies, a plus
• Knowledge of Intune to manage laptops and mobile devices, preferred
• Possess and maintain a service-oriented philosophy
• Good organization, communication, collaboration, and problem-solving skills
• Ability to quickly learn and understand the business functions and needs
• Ability to work independently without intensive oversight – must be a go-getter and take initiative on a regular basis finding ways to avoid problems proactively rather than just fixing them after the fact
• Emphasis on sharing of knowledge through good communications, peer training and written documentation
• Strong inter-personal skills and good discretion when needed for sensitive matters
• Interest in or commitment to social and economic justice, consistent with the mission and goals of BlueHub Capital.