Systems Analyst II

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

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)