Application Systems AnalystKavaliro is seeking an Application Systems Analyst for our local Jacksonville client to serve as the key Tier 2 escalation point between the Service Desk and Senior Infrastructure Engineering teams. This is a broad IT operations role for someone who is comfortable working across multiple technologies and can troubleshoot issues independently without needing to be a deep specialist in one particular area. The ideal candidate will have hands-on experience with Windows environments, Microsoft Entra ID, Intune, Cisco Meraki, enterprise applications, PowerShell, and IT service management. You should be comfortable diagnosing problems, taking ownership of escalated issues, and recognizing when an issue requires involvement from a senior engineer. In addition to day-to-day support and systems administration, this position will assist with new office openings, site relocations, infrastructure deployments, and go-live activities. You may occasionally travel to provide hands-on technical support during these projects. This role is designed to reduce the volume of routine escalations reaching senior engineers while giving end users a knowledgeable and timely point of contact for more complex IT issues. Pay: $70,000.00 - $80,000.00 annually.Key ResponsibilitiesServe as the primary escalation point for Service Desk issues that fall outside of Tier 1 support, resolving issues independently whenever possible.Troubleshoot and resolve Tier 2 issues involving Windows desktops and servers, Microsoft Entra ID, Intune, Cisco Meraki, and enterprise applications.Manage and improve the organization's ticketing environment, including workflows, automated processes, escalation paths, SLA monitoring, and queue management.Follow ITIL-based processes for incident, problem, and change management while ensuring tickets are accurately documented, prioritized, and resolved within established SLAs.Monitor recurring incidents and identify trends that may require deeper investigation or permanent remediation by senior engineering or IT leadership.Develop and maintain Tier 2 documentation, troubleshooting procedures, known-issue solutions, and runbooks that can be used to strengthen Service Desk capabilities.Provide systems-level support for employee onboarding and offboarding, including account provisioning, device setup, access management, and application assignments.Participate in office buildouts and relocation projects, providing on-site technical assistance during infrastructure deployment, system setup, testing, and go-live activities.Coordinate with Service Desk personnel, infrastructure engineers, application teams, and project stakeholders to resolve issues efficiently and minimize disruptions to the business.Escalate complex or high-impact issues to senior engineering teams with the appropriate troubleshooting information and documentation.Education & Experience2+ years of experience in systems administration, IT operations, or a similar technical support environment. Working knowledge of: Windows Desktop and Windows Server Microsoft Entra ID Microsoft Intune Cisco Meraki networking PowerShell Experience working within an ITIL-based IT service management environment; ITIL Foundation certification is preferred. Experience administering or supporting an enterprise ticketing/service management platform. Strong troubleshooting and problem-solving skills with the ability to work across multiple technology areas. Experience supporting office buildouts, relocations, infrastructure deployments, or technology implementations is a plus. Strong communication skills and the ability to collaborate effectively with both technical teams and end users.Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.
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