Datalab USA

Delivers data analytics, predictive modeling, CRM

IT Systems Analyst 2

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeGermantown, MD, USA$75k - $90k /yr

About the Job

Requirements

Three to five years of experience in a system support, desktop support, or IT operations role.
Hands-on experience with Microsoft 365 and Exchange Online.
Experience managing devices with Intune, including mobile device management/mobile application management, configuration profiles, and compliance policies.
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.
Troubleshooting, documentation, and customer service skills.
Ability to work independently while collaborating with a 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.
Experience with hybrid Active Directory and Azure Active Directory environments.
Understanding of ITIL concepts or service management best practices.
Ability to pass a background check and drug test as a condition of employment.

Responsibilities

Provide Tier 1 and Tier 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 Active Directory/Entra ID, including user accounts, groups, access, and 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.

Desired Qualifications

Exposure to AI-enabled tools or platforms, such as Microsoft Copilot or other Microsoft 365 AI features, AI-assisted support tools, chatbots, or automation, and using AI to improve incident resolution, documentation, or operational efficiency.
Relevant Microsoft, ITIL, or Agile certifications are a plus.

Salary Range: 75000 to 90000 (Currency: USD) (Pay period: per-year-salary)

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.

About the Company

Datalab USA

Delivers data analytics, predictive modeling, CRM

DataLab USA provides data-driven analytics and marketing services to help executives optimize direct marketing campaigns. It combines advanced data analytics, predictive modeling, and data processing with deep marketing knowledge to deliver customized, cost-effective solutions. The company builds and maintains more than 1,000 predictive models each year to forecast consumer behavior and guide marketing decisions. It also manages extensive consumer data assets—national trigger data and market files from major providers with over 20,000 attributes—available exclusively to clients, giving them a competitive edge. DataLab’s CRM-focused offerings help retain and grow valuable customer relationships, and its revenue comes from delivering tailored analytics, data assets, and marketing solutions that drive measurable results.

Company size: 51-200
Company stage: Not listed
Total funding: Not listed
Headquarters: Germantown, IL
Founded: 1979

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