Tier 2 IT Systems Analyst — Windows, Entra ID & Intune

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 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.