IT 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)

We are proud to offer a comprehensive benefits package designed to support the well-being and financial security of our employees. Our benefits include: 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. Privacy Policy - DataLab USA™ | Targeting Better Results