Applications System 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.