Systems Support Analyst

ALLDATA; Elk Grove (CA); On-site; USD 54,304 - 90,673; Full time

Job summary

ALLDATA in Elk Grove, California is looking for a Systems Support Analyst to provide intermediate to advanced technical support for Microsoft 365 and endpoint systems. This role supports office operations and manages escalated tickets, performs device imaging and deployment, and ensures device security compliance.

The ideal candidate has an associate's degree in IT or equivalent experience, with strong troubleshooting skills and experience with ITSM tools. The position offers an hourly rate ranging from $39.42 to $65.82.

Qualifications

• Experience with ITSM tools like Atlassian Jira/Confluence.
• Intermediate to advanced troubleshooting across Windows and macOS.
• Experience with endpoint management tools such as Intune and SCCM.

Responsibilities

• Provide Tier 2-3 support and resolve incidents and service requests.
• Administer Windows 11, Microsoft 365, and Active Directory.
• Deliver onsite support for employees and manage endpoints.

Skills

ITSM tools

Intermediate/advanced troubleshooting

Endpoint management tools

Networking basics

Scripting/automation (PowerShell, Python)

Education

Associate’s degree in IT or equivalent experience

Tools

Atlassian Jira

ServiceDesk

Logitech

Poly

Microsoft Teams Rooms

Job description

100% on-site role in office in Elk Grove, CA; no remote capabilities.

Position Summary

The Systems Support Analyst provides intermediate to advanced (Tier 2-3) technical support for Microsoft 365, endpoint systems, and enterprise services across on-premises and cloud environments. Acts as a primary onsite IT presence to support day-to-day office operations and employee needs. The position owns escalated tickets, performs device imaging and deployment, supports inventory lifecycle management, and partners across IT teams to maintain operational excellence and continuous improvement.

Position Responsibilities - Other Duties May Be Assigned

• Provide Tier 2-3 support and full lifecycle ownership of incidents and service requests, including advanced troubleshooting and resolution.
• Perform root cause analysis (RCA) for recurring or high-impact issues.
• Deliver onsite desk-side support for employees including troubleshooting, setup, and resolution.
• Image, configure, deploy, and support devices for new hires and replacements.
• Administer Windows 11, Microsoft 365, and Active Directory (on-prem and Azure).
• Manage endpoints using Intune, SCCM, Mosyle, or equivalent tools.
• Troubleshoot VPN, networking, and telephony issues with escalation as needed.
• Track and manage IT asset inventory and hardware lifecycle.
• Ensure device security compliance (patching, MFA, encryption, vulnerability remediation).
• Document processes, procedures, and knowledge base articles.
• Collaborate with infrastructure, security, and development teams.
• Maintain 97%+ SLA, CSAT, and ticket closure metrics.
• Identify automation opportunities (PowerShell preferred).
• Assist with ticket queue prioritization and workload balancing.
• Support escalation management based on urgency and impact.
• Provide onsite support for conference room meetings and AV issues (Logitech, Poly, MTR).
• Perform AV setup, testing, and proactive room readiness checks.

Position Requirements

• Associate’s degree in IT or equivalent experience.
• Experience with ITSM tools (Atlassian Jira/Confluence, ServiceDesk, ManageEngine, SMAX).
• Intermediate/advanced troubleshooting across Windows and macOS.
• Experience with endpoint management tools (Intune, SCCM, Mosyle).
• Basic knowledge of networking and security.
• Preferred: scripting/automation experience (PowerShell, Python).
• Experience with conference room technologies (Logitech, Poly, Microsoft Teams Rooms).

The salary range for this position is $39.42 – $65.82 hourly. When extending an offer of employment, ALLDATA considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, company financials, as well as external market and organizational considerations. ALLDATA values and is committed to diversity, equity and inclusion.