IT and Business Systems Analyst

IT and Business Systems Analyst

Position Summary

The IT and Business Systems Analyst is responsible for the day-to-day administration and support of the company’s technology environment, including employee IT support, hardware management, software access, user administration, and partnership with the company’s managed IT service provider. The IT and Business Systems Analyst reports to the Rock Spring Director of Innovation and Technology (IT Director).

The IT and Business Systems Analyst will work under the direction of the IT Director, who will set priorities, standards and technical strategy. This role is responsible for ensuring employees have the hardware, software, access, and support necessary to work effectively. The IT and Business Systems Analyst works hands-on in the company’s environment from day one, handling user, license, and access work directly in Microsoft 365, Azure and other SaaS provider environments. The IT and Business Systems Analyst serves as the first line of defense for all end-user technology needs and works with the company’s managed service provider as a point of escalation for more complex issues and needs.

This position is designed for an individual with approximately 2–4 years of IT experience who is comfortable taking ownership of day-to-day IT operations but is also interested in growing beyond traditional IT support.

In year one, the role is roughly 70% IT support and administration and 30% automation and internal systems work, with that balance shifting over time as automation reduces routine administrative load. The immediate need is the administrative side, and the right candidate must be ready and willing to do that work up front while demonstrating clear aptitude for the build side.

Key Responsibilities

Employee IT Support & Help Desk

• Serve as the first point of contact for employee technology questions, issues, and support requests, making the first attempt at resolving every request.
• Troubleshoot common hardware, software, access, connectivity, and Microsoft 365 issues and resolve directly when possible.
• Own the help desk process end to end, tracking issues through resolution and engaging the company’s managed service provider as a partner on complex work.
• Identify recurring issues and develop solutions, automations, documentation, or training materials to reduce future support needs.

Hardware & Device Management

• Set up and configure computers, laptops, monitors, mobile devices, and other technology for new and existing employees.
• Manage hardware inventory, assignments, replacements, returns, and lifecycle planning.
• Coordinate purchasing and deployment of new equipment with the company’s managed service provider and vendors.
• Maintain accurate records of company devices and technology assets.

Software & User Administration

• Manage employee access, permissions, licensing, and user administration across company software platforms.
• Coordinate technology setup and changes for new hires, promotions, and transfers.
• Maintain accurate user and licensing records and conduct periodic audits to ensure appropriate access and efficient license utilization.

IT Administration & Security

• Partner with the IT Director and managed service provider to maintain a secure, reliable, and well-managed technology environment.
• Administer the Microsoft 365 and Azure Cloud environments directly, performing user, license, and access work hands-on.
• Support implementation of company cybersecurity policies and initiatives, including MFA, device security, access controls, and employee security practices.
• Promptly revoke access, disable accounts, and recover company devices when an employee departs, treating offboarding as a security-critical responsibility.
• Maintain IT documentation, procedures, system information, and administrative records.
• Assist with software renewals, technology budgeting, vendor coordination, and evaluation of new technology needs.

Administrative access begins supervised and expands as the individual demonstrates capability and clean execution.

Field Enablement

• Support all office locations in partnership with the IT Director and managed service provider, a presence at each location rather than constant attendance, with ownership of resolving major technology disruptions wherever they occur.
• Provide basic IT support for workers in the field and jobsite trailers.
• Manage and support the iPad fleet used by foremen and superintendents in the field.

Automation & Process Improvement

• Identify repetitive IT and administrative processes that can be standardized, streamlined, or automated.
• Apply emerging Artificial Intelligence (AI) technologies, including AI assistants, agents, automation tools and integrations, to streamline user support and meet system automation requirements.
• Develop workflows, scripts, integrations, or other solutions that reduce manual administrative work and improve accuracy.
• Work with departments across the company to understand technology challenges and identify opportunities to improve processes through better use of existing systems.
• Document and train employees on new technology processes and tools.

Growth & Business Systems Development

As the IT and Business Systems Analyst demonstrates the ability to efficiently manage and automate core IT administrative responsibilities, the role is expected to expand into more advanced technology and business improvement initiatives, including:

• Identification and application of emerging trends in technology and AI to the benefit of the Rock Spring organization.
• Business process automation and workflow development.
• Integration between company software platforms and data sources.
• Development of internal tools, applications, dashboards, and reporting solutions.
• Evaluation and implementation of new software and emerging technologies.
• Collaboration with Purchasing, Project Management, Field Operations, HR, Finance, Safety, and other departments to improve business processes through technology.
• Participation in larger company-wide technology and digital transformation initiatives.

Qualifications

We are looking for a builder mindset and a constant learner. Expect us to ask for evidence: something you built, something you taught yourself recently, a problem you chased down until you understood it.

• 2–4 years of experience in IT support, IT administration, systems administration, or a related technology role.
• Experience working in the commercial construction industry is strongly preferred but not required.
• Strong working knowledge of Microsoft 365 and Windows-based business environments.
• Experience setting up and troubleshooting computers, user accounts, software, and peripheral equipment.
• Experience managing user access, permissions, software licensing, and hardware inventory.
• Ability to troubleshoot and resolve issues independently, with the judgment to bring in a managed service provider or vendor as a partner on genuinely complex work.
• Strong organizational skills and ability to manage multiple employee requests and priorities.
• Strong communication and customer service skills, with the ability to work effectively with employees with varying levels of technical knowledge. Professional working proficiency in spoken and written Spanish is a plus. Professional working proficiency in spoken and written Spanish is a plus.
• Interest in automation, systems integration, business applications, and using technology to improve business processes.
• Experience with scripting, programming, APIs, or similar tools is a plus.

Physical and Environmental Requirements

• Primarily indoor office environment; frequent use of hands and fingers for typing, keyboarding, and operating office equipment.

• Frequent use of computers and standard office equipment.

• Prolonged periods of sitting at a desk and working on a computer

• Ability to consistently be at the office in-person 5 days a week during regular business hours

Position Location

This position is based at the Kensington, Maryland headquarters, with travel to other office locations on an as-needed basis.

What Success Looks Like

The IT and Business Systems Analyst creates a technology environment where employees receive responsive support, new hires are ready to work on day one, hardware and software access are well controlled, and IT issues are resolved efficiently.

Concrete markers for the first year: every new hire fully equipped and productive on day one; routine ticket volume trending down as recurring issues are documented or automated away; license spend reviewed quarterly with unused licenses reclaimed; and device and asset records accurate and current at any point in time.

Over time, success means steadily reducing the time spent on routine IT administration through better processes and automation, and reinvesting that reclaimed capacity in the business systems and internal development work described above.