Job Summary

Key Deliverables and Responsibilities

The IT Systems Analyst supports the business applications, Microsoft technologies, and unified communications solutions that help Cambridge associates work effectively. This role serves as a bridge between frontline technical support and advanced infrastructure or production support.

The position is ideal for someone who has progressed beyond traditional help desk or desktop support and is ready to expand their experience in Microsoft 365 administration, application support, identity and access concepts, vendor management, and unified communications.

What You’ll Do

• Microsoft Administration: Support and administer Microsoft technologies, including Microsoft 365, Exchange, and related services.
• Application Support: Troubleshoot and resolve issues involving business applications, system access, integrations, and application performance.
• Identity and Access Support: Assist with Entra ID and Active Directory administration, including user access, permissions, groups, and related identity-management activities.
• Unified Communications: Support VoIP and unified communications platforms such as Microsoft Teams Phone and Talkdesk.
• Call-Quality Troubleshooting: Investigate voice and call-quality issues using concepts and measurements such as jitter, latency, lag, connectivity, and overall call performance.
• Vendor Coordination: Open, manage, and escalate support cases with technology vendors, monitor progress, and coordinate solutions through final resolution.
• Incident Resolution: Prioritize technical issues appropriately and work toward timely, complete resolution.
• Cross-Functional Partnership: Collaborate with technology teams, business partners, and external vendors to identify needs and resolve technical issues.
• On-Call Support: Participate in limited on-call support for business-critical phone or unified communications outages.

What We Are Looking For

• Experience supporting Microsoft 365, Exchange, business applications, or related enterprise technologies.
• Working knowledge of Entra ID, Active Directory, user access, permissions, and identity-management concepts.
• Experience troubleshooting applications and resolving technical issues beyond basic desktop or help desk support.
• Familiarity with VoIP, Microsoft Teams Phone, Talkdesk, or another unified communications platform.
• Understanding of voice and network concepts such as jitter, latency, connectivity, and call quality.
• Experience working with technology vendors and managing escalated support cases.

Why Cambridge?

Cambridge has competitive benefits and promotes a work/life balance to encourage individual success.  

• Premium benefit package including medical, vision, dental, life and long-term disability insurance 

• Vacation/sick time 

• 401K retirement plan with company matching program 

• Eleven paid holidays 

You can find more details about our comprehensive benefits package here.

Cambridge Overview:

Cambridge is a financial solutions firm that provides business support services to thousands of independent financial advisors. These advisors offer personalized investment services including wealth management, financial planning, and retirement services to individuals and families across the country.  Cambridge provides significant compliance, technology, and transaction processing support to these financial advisors and their offices.