Application Systems Analyst

Job Summary

The Application Systems Analyst is responsible for supporting and maintaining enterprise IT systems while serving as the primary escalation resource for the Service Desk. With working knowledge across Windows systems, Microsoft Entra ID, Intune, Meraki networking, and enterprise applications, this role diagnoses and resolves complex technical issues, escalates matters appropriately, and helps ensure stable IT operations. The role also participates in site buildouts, relocations, and other infrastructure initiatives, providing technical support and coordination to meet organizational needs.

Essential Duties/Accountabilities

• Serve as the primary escalation point for technical issues and service requests beyond Tier 1 support, resolving complex incidents and escalating to appropriate resources when necessary.

• Troubleshoot, diagnose, and resolve issues across Windows server and desktop environments, Microsoft Entra ID, Intune, Meraki networking, and related enterprise systems.

• Administer and maintain the organization's IT service management platform, including workflows, ticket routing, service level monitoring, queue management, and process automation.

• Support incident, problem, and change management processes in accordance with established IT service management practices, ensuring accurate documentation and timely resolution.

• Analyze recurring issues, identify trends, and collaborate with infrastructure teams and stakeholders to support root cause analysis and continuous improvement initiatives.

• Develop, maintain, and enhance technical documentation, knowledge base articles, standard operating procedures, and support runbooks.

• Perform system administration activities related to employee onboarding, offboarding, user access management, endpoint configuration, and application provisioning.

• Provide technical support and coordination for office expansions, relocations, and other infrastructure-related projects, including occasional travel to support implementation and deployment activities.

• Collaborate with Service Desk personnel, Infrastructure Engineering teams, application owners, and business stakeholders to support reliable and efficient IT operations.

• Participate in process improvement efforts that enhance service delivery, operational efficiency, and the end-user experience.

Qualifications

• Associate's degree in Information Technology, Computer Science, a related field, or equivalent combination of education, training, and experience.

• Two (2) or more years of experience in systems administration, technical support, IT operations, or a related technology role.

• Experience supporting and troubleshooting Windows desktop and server environments, Microsoft Entra ID, Intune, Cisco Meraki, and PowerShell scripting.

• Familiarity with IT service management principles and practices; experience working in an ITIL-aligned environment preferred.

• Experience using enterprise IT service management or ticketing platforms to manage incidents, service requests, and change activities.

• Strong analytical, problem-solving, and customer service skills, with the ability to manage multiple priorities in a fast-paced environment.

• Effective verbal and written communication skills and the ability to collaborate with technical and non-technical stakeholders.

• ITIL Foundation certification or similar IT service management certification is desired but not required.

• Experience supporting office expansions, site buildouts, relocations, or other technology deployment projects preferred.

• Experience with workflow automation, endpoint management, or administration of enterprise applications desired.

Physical Requirements and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

• Required to position self to access equipment by standing, sitting, or walking, climbing, kneeling, crouching, or crawling.

• Operates computer and telephone equipment for extended periods of time.

• Visual acuity is required to perform essential job functions such as basic reading tasks. Tasks may involve close vision, distance vision, color differentiation, peripheral awareness, depth perception, and visual focus.