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Customer Support & IT Analyst

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

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

The successful applicant will be part of a small, dedicated team and play an important role in several areas including:

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