Systems Analyst II

Datalab USA; Germantown (MD); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health, Dental, and Vision Plans

Employee Assistance Program

401(k) Retirement Savings Plan

Paid Time Off

Company Holidays

Job summary

A leading tech support company located in Germantown, MD is seeking an IT Support professional to provide Tier 1 and Tier 2 support across Microsoft 365. The role includes administering Microsoft 365 environments, managing devices with Intune, and troubleshooting Active Directory issues. Candidates should have 3-5 years of experience in IT support, strong Microsoft 365 and AD skills, as well as knowledge of troubleshooting methods. The position offers a competitive salary and benefits including health plans and a 401(k).

Qualifications

• 3–5 years of experience in a System Support, Desktop Support, or IT Operations role.
• Solid working knowledge of Active Directory and identity troubleshooting.
• Strong hands-on experience with Microsoft 365 and Exchange Online.

Responsibilities

• Provide Tier 1 & 2 support for end-user and system issues across Microsoft 365.
• Administer and support Microsoft 365, including Exchange Online and SharePoint.
• Manage devices using Microsoft Intune, including policies and application deployment.

Skills

System Support experience

Desktop Support experience

IT Operations experience

Microsoft 365 expertise

Exchange Online experience

Device management with Intune

Active Directory knowledge

Linux systems knowledge

SQL/Python for reporting

PowerShell scripting

ITIL concepts understanding

Strong troubleshooting skills

Documentation skills

Customer service skills

Education

Relevant certifications (Microsoft, ITIL, Agile)

Job description

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
• Experience in hybrid Active Directory / Azure AD environments
• Understanding of ITIL concepts or service management best practices
• Relevant certifications (Microsoft, ITIL, Agile – a plus)
• 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

Salary

$70,000 - $90,000 a year

The base pay range provided serves as a general guideline. The final annual salary offered to the selected candidate will vary based on factors such as qualifications, skill level, competencies, the scope and responsibilities of the role.

Benefits

• Health, Dental, and Vision Plans – Comprehensive coverage to meet your healthcare needs.
• Employee Assistance Program (EAP) – Resources and support for personal and professional challenges.
• 401(k) Retirement Savings Plan – Includes option for Traditional or Roth IRA to help you plan for your future.
• Paid Time Off – Enjoy paid vacation and sick leave to maintain work‑life balance.
• Company Holidays – Nine paid company holidays throughout the year.

DataLab USA™ is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.

All offers of employment are contingent on passing a background check and drug test.