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

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• 3–5 years of experience in a System Support, Desktop Support, or IT Operations role
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• Strong hands-on experience with Microsoft 365 and Exchange Online
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• Experience managing devices with Intune (MDM/MAM, configuration profiles, compliance policies)
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• Solid working knowledge of Active Directory and identity troubleshooting
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• Experience with laptop imaging and endpoint lifecycle management
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• Familiarity with JIRA in an IT support or Agile environment
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• Strong troubleshooting, documentation, and customer service skills
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• Ability to work independently while collaborating effectively with cross-functional team
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• Experience with Linux systems (administration or troubleshooting)
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• Working knowledge of SQL or Python for reporting, diagnostics, or automation
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• Familiarity with PowerShell scripting
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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
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• Experience in hybrid Active Directory / Azure AD environments
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• Understanding of ITIL concepts or service management best practices
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• Relevant certifications (Microsoft, ITIL, Agile – a plus)