Systems Analyst II

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)