IT Systems Analyst II

Job description

DataLab USA*™* is an analytics and technology driven database marketing consultancy. We combine sophisticated technology, cutting edge analytics and an intrinsic understanding of marketing to build large-scale addressable marketing programs for Fortune 500 companies. Our clients operate in multiple verticals: Financial Services, Insurance, Telcom, and Travel & Leisure. We have placed in the INC 5000 list of fastest growing private companies for six times in the last ten years. At its heart, DataLab USA*™* has the entrepreneurial spirit of a start-up. We judge ourselves on our ability to innovate, drive efficiency and deliver excellence for our clients. **\*\*No sponsorship available for this position\*\*** **\*\*Candidate must be local to Germantown, MD\*\*** ### 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)