Customer Support & IT Analyst

Category: Computers, Software, IT, Customer Support

Location: Massachusetts, Boston

City: Waltham

Job Level: Entry level

Job Title: Customer Support & IT Analyst

Join our team to deliver technical support while building hands-on experience in QA and IT.

Company Overview

Business Forecast Systems (BFS) is a software development and sales firm located in Waltham Massachusetts, 7 miles west of Boston. The company is best known for its Forecast Pro product line, the market leader in the area of business and demand forecasting. Our solutions are used by organizations ranging from mid-sized businesses to Fortune 500 companies and integrate with major ERP, supply chain, and demand planning systems.

As we expand into cloud-based offerings and pursue SOC 2 compliance, we are investing in strengthening our technical operations, security posture, and customer support capabilities.

Position Overview

BFS is seeking a Customer Support & IT Support Analyst to join a small, high-impact team responsible for customer support, internal IT operations, and foundational security initiatives. This is not a siloed support role. You will be embedded across support, IT, security, and the product development team, making this an ideal position for someone looking to broaden their technical scope quickly.

You will serve as a frontline technical resource for customers and internal staff, while also contributing to IT administration and security/process improvements. This is a hands-on, fast-moving role where priorities shift and initiative is expected. You’ll also have the opportunity to contribute to software quality assurance testing.

This is a hands-on role where individual contributions make a visible impact, offering an excellent opportunity to build technical expertise while working closely with both clients and colleagues. The ideal candidate is an innovative thinker who takes initiative, communicates effectively, thrives in a role with diverse responsibilities, and is eager to expand their technical skills and grow into increasingly technical responsibilities over time.

This role is based in our Waltham, MA office. Given the collaborative and hands-on nature of the position, we expect team members to work primarily in the office (approximately 80–90% of the time), with some flexibility as needed.

Responsibilities of the Position

Customer Technical Support (Primary Priority)

• Serve as the first point of contact for customer issues via email, phone, and Microsoft Teams
• Troubleshoot software, installation, licensing, and environment-related issues
• Guide customers through resolution steps and ensure successful outcomes
• Escalate complex issues to development or QA with clear documentation

Internal IT Operations

• Provide day-to-day IT support for employees (hardware, software, access issues)
• Manage user accounts, permissions, and basic system administration tasks
• Maintain and monitor system reliability across internal tools
• Assist with software/hardware deployments, updates, and endpoint configuration

Security & Compliance (SOC 2 Readiness)

• Support implementation of security controls and policies
• Assist with device monitoring, access control, and audit readiness efforts
• Help maintain documentation for compliance initiatives
• Partner with leadership on improving security posture over time

Cross-Functional Support

• Assist with Salesforce administration and data support tasks
• Support website updates (WordPress or similar platforms)
• Collaborate with QA and product teams as needed
• Contribute to process improvements across support and IT workflows

Requirements for the Position

· Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience)

· Strong troubleshooting and problem-solving skills

· Excellent communication skills (written and verbal)

· Solid understanding of Windows environments and Microsoft Office

· Ability to manage multiple priorities in a fast-paced environment

Bonus Qualifications

· Experience with technical support or help desk environments

· Familiarity with SaaS or cloud-based applications

· Exposure to security and compliance frameworks (SOC 2, ISO 27001, etc.)

· Experience with identity and access management tools (IdP, SSO, MFA)

· Familiarity with endpoint management solutions (MDM, device monitoring)

· Basic knowledge of networking, scripting, or system administration

· Experience with Salesforce or similar CRM platforms

· Familiarity with WordPress or web technologies

BFS offers competitive salaries and excellent benefits.

Please send resume and salary requirements to ***email_hidden***.

Total Compensation: $60,000+, depending on experience