System Analyst

Continental Resources is a women‑owned, family business that has been providing innovative IT solutions to business, government, and educational organizations for more than 50 years. The System Analyst will work with a team of managed services analysts and engineers to deliver excellent support and management of our customers’ environments.

This position is scheduled for the third shift (11 pm – 8 am EST, Monday through Friday).

• Triage customer calls and tickets according to specified severity levels.
• Attempt to resolve customer issues on the first call.
• Refer or escalated calls to the appropriate level of support, as needed.
• Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations.
• Perform basic troubleshooting steps such as checking logs, checking capacity, and running basic diagnostics across a variety of platforms including Linux/Windows servers, network devices, hypervisors, and storage systems.
• Respond to automated alerts performing troubleshooting and resolution of issues, and issue proper notifications when required.
• Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs).
• Use a ticket system to provide regular status updates and ensure tasks are completed based on priority and in compliance with SLAs.
• Distribute scheduled reports to customers as needed.
• Support end users by diagnosing and resolving computer hardware, network, and application issues.
• Assist with cross‑training of other analysts, as needed.
• Perform other tasks assigned by management.

The pay range for this position is $60,000 – $70,000 per year. This range reflects the annual salary that Continental Resources reasonably and in good faith expects to pay for this position at the time of posting, consistent with the Massachusetts Pay Transparency Law (M.G.L. c. 149, § 105E).

• High school diploma required; college degree strongly preferred.
• Google IT Support Professional.
• CompTIA A+, Network+, Security+.
• Microsoft MTA.
• ITIL v3 Foundation.

• 0‑3 years in a technical field.
• Experience providing customer support.
• Experience in 24×7×365 Managed Services or SaaS organization preferred.
• Experience using ITSM and monitoring tool sets.

• Highly analytical thinker and troubleshooter.
• Detail‑oriented with excellent documentation and communication skills.
• Self‑motivated, passionate about technology, with the desire to learn new things.
• Ability to use and troubleshoot Microsoft Windows, Office, and Office 365.
• Foundational understanding of operating systems and servers, both physical and virtual.
• Experience working with Active Directory to perform basic tasks, such as user creation and password resets.

Entry level

Full‑time

Customer Service

• 401(k)
• Medical insurance