Application Systems Analyst

Kavaliro; Jacksonville (FL); On-site; USD 70,000 - 80,000; Full time

Job summary

Kavaliro is seeking an Application Systems Analyst for our Jacksonville client to serve as the key Tier 2 escalation point between the Service Desk and Senior Infrastructure Engineering teams. This broad IT operations role spans Windows environments, Entra ID, Intune, Cisco Meraki, and PowerShell.

You will diagnose problems, own escalations, and assist with office openings, relocations, deployments, and go-live activities. Travel may be required for现场 hands-on support.

Qualifications

• 2+ years of experience in systems administration or IT operations.
• Hands-on knowledge of Windows Desktop/Server, Entra ID, Intune, Meraki, and PowerShell.
• Experience in ITIL-based IT service management environment; ITIL Foundation preferred.
• Experience administering enterprise ticketing/service management platform.
• Strong troubleshooting and problem-solving across multiple technologies.

Responsibilities

• Serve as the primary escalation point for Service Desk issues beyond Tier 1.
• Troubleshoot Tier 2 issues involving Windows, Entra ID, Intune, Meraki, and enterprise apps.
• Manage and improve the ticketing environment, workflows, escalations, and SLAs.
• Follow ITIL processes for incident, problem, and change management.
• Monitor recurring incidents and identify trends for remediation by senior teams.
• Develop and maintain Tier 2 documentation and runbooks.
• Provide onboarding/offboarding system support including provisioning and access management.
• Participate in office buildouts and relocations with on-site support.
• Coordinate with Service Desk, infrastructure, app teams, and project stakeholders.
• Escalate complex issues to senior engineering with clear troubleshooting data.

Skills

Windows environments

Microsoft Entra ID

Intune

Cisco Meraki

PowerShell

ITIL framework

Education

ITIL Foundation certification

Tools

Ticketing system

Job description

Kavaliro is seeking an Application Systems Analyst for our local Jacksonville client to serve as the key Tier 2 escalation point between the Service Desk and Senior Infrastructure Engineering teams. This is a broad IT operations role for someone who is comfortable working across multiple technologies and can troubleshoot issues independently without needing to be a deep specialist in one particular area. The ideal candidate will have hands‑on experience with Windows environments, Microsoft Entra ID, Intune, Cisco Meraki, enterprise applications, PowerShell, and IT service management. You should be comfortable diagnosing problems, taking ownership of escalated issues, and recognizing when an issue requires involvement from a senior engineer. In addition to day‑to‑day support and systems administration, this position will assist with new office openings, site relocations, infrastructure deployments, and go‑live activities. You may occasionally travel to provide hands‑on technical support during these projects. This role is designed to reduce the volume of routine escalations reaching senior engineers while giving end users a knowledgeable and timely point of contact for more complex IT issues.

Pay: $70,000.00 - $80,000.00 annually

Key Responsibilities

• Serve as the primary escalation point for Service Desk issues that fall outside of Tier 1 support, resolving issues independently whenever possible.
• Troubleshoot and resolve Tier 2 issues involving Windows desktops and servers, Microsoft Entra ID, Intune, Cisco Meraki, and enterprise applications.
• Manage and improve the organization\'s ticketing environment, including workflows, automated processes, escalation paths, SLA monitoring, and queue management.
• Follow ITIL‑based processes for incident, problem, and change management while ensuring tickets are accurately documented, prioritized, and resolved within established SLAs.
• Monitor recurring incidents and identify trends that may require deeper investigation or permanent remediation by senior engineering or IT leadership.
• Develop and maintain Tier 2 documentation, troubleshooting procedures, known‑issue solutions, and runbooks that can be used to strengthen Service Desk capabilities.
• Provide systems‑level support for employee onboarding and offboarding, including account provisioning, device setup, access management, and application assignments.
• Participate in office buildouts and relocation projects, providing on‑site technical assistance during infrastructure deployment, system setup, testing, and go‑live activities.
• Coordinate with Service Desk personnel, infrastructure engineers, application teams, and project stakeholders to resolve issues efficiently and minimize disruptions to the business.
• Escalate complex or high‑impact issues to senior engineering teams with the appropriate troubleshooting information and documentation.

Education & Experience

• 2+ years of experience in systems administration, IT operations, or a similar technical support environment.
• Working knowledge of: Windows Desktop and Windows Server Microsoft Entra ID Microsoft Intune Cisco Meraki networking PowerShell
• Experience working within an ITIL‑based IT service management environment; ITIL Foundation certification is preferred.
• Experience administering or supporting an enterprise ticketing/service management platform.
• Strong troubleshooting and problem‑solving skills with the ability to work across multiple technology areas.
• Experience supporting office buildouts, relocations, infrastructure deployments, or technology implementations is a plus.
• Strong communication skills and the ability to collaborate effectively with both technical teams and end users.

Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment.