IT Systems Analyst II

Key Responsibilities

• Provide Tier 1 &2 support for end-user and system issues across Microsoft 365 and endpoint platforms
• Administer and support Microsoft 365, including Exchange Online, Teams, OneDrive, and SharePoint
• Manage devices using Microsoft Intune, including policies, compliance, and application deployment
• Perform laptop imaging, provisioning, rebuilds, and lifecycle support
• Support Active Directory and Azure AD / Entra ID (user accounts, groups, access, troubleshooting)
• Troubleshoot email, identity, device, and access-related issues end to end
• Track, prioritize, and resolve incidents and requests using Jira
• Participate in Agile ceremonies and continuous improvement initiatives
• Create and maintain technical documentation, runbooks, and standard operating procedures
• Collaborate with Infrastructure, Security, and Platform teams on escalations and enhancements

Required Skills & Qualifications

• 3–5 years of experience in a System Support, Desktop Support, or IT Operations role

• Strong hands-on experience with Microsoft 365 and Exchange Online

• Experience managing devices with Intune (MDM/MAM, configuration profiles, compliance policies)

• Solid working knowledge of Active Directory and identity troubleshooting

• Experience with laptop imaging and endpoint lifecycle management

• Familiarity with JIRA in an IT support or Agile environment

• Strong troubleshooting, documentation, and customer service skills

• Ability to work independently while collaborating effectively with cross-functional team

• Experience with Linux systems (administration or troubleshooting)

• Working knowledge of SQL or Python for reporting, diagnostics, or automation

• Familiarity with PowerShell scripting

• Exposure to AI-enabled tools or platforms, such as:

  Microsoft Copilot or other M365 AI features
  AI-assisted support tools, chatbots, or automation
  Using AI to improve incident resolution, documentation, or operational efficiency

• Experience in hybrid Active Directory / Azure AD environments

• Understanding of ITIL concepts or service management best practices

• Relevant certifications (Microsoft, ITIL, Agile – a plus)