Systems Analyst II

Compensation

$82,400.00 - $ annual salary + a generous benefits package to include medical, dental, vision and 10% employer paid 401A through VOYA Financial.

* Hiring Salary Range: $82,400.00-$92,700.00 annual salary (starting salary will be within this range based upon qualifications)

The Systems Analyst II is the advanced-level class within the Systems Analyst series and is expected to be proficient in the duties identified below. Incumbents in this classification perform a range of assignments and receive increasingly complex duties and responsibilities as experience is gained. This hands‑on technical role sits within the IT Operations/Help Desk section of the IT team. It is responsible for providing Tier 2/3 end‑user support, administering Microsoft 365 and Windows server environments, and supporting the day‑to‑day operational needs of the organization’s IT infrastructure.

The ideal candidate will be service‑oriented, collaborative, and a self‑starter. This role reports to the IT Operations Manager, who oversees the Ontario International Airport Authority’s (OIAA) IT operations and help desk functions.

Essential duties may include, but are not limited to, the following:

• Providing Tier 2 and Tier 3 help desk support by diagnosing and resolving complex hardware, software, network, and system issues escalated from Tier
  1. Serving as a technical resource for end users and junior support staff across the organization.
• Administering Microsoft 365 (M365) services including Exchange Online, SharePoint, Teams, Intune, Azure Active Directory/Entra , and related services. Managing user accounts, licenses, security groups, policies, and configurations in alignment with organizational standards.
• Implementing changes to enterprise applications with support from the Enterprise Applications Manager, such as configuring business processes, custom fields, custom validations, custom reports, dashboards, integrations, and security access rights.
• Managing and maintaining endpoint devices including Windows workstations and laptops. Deploying and configuring devices using imaging tools and MDM solutions, such as Microsoft Intune, to ensure compliance with organizational security and configuration standards.
• Managing help desk ticketing systems and ensuring timely resolution of incidents and service requests in accordance with SLA targets. Tracking, documenting, and escalating issues as appropriate while maintaining thorough records of troubleshooting steps and resolutions.
• Upholding data governance and data integrity standards within our enterprise applications and all integrated applications.

• Other duties as assigned.
• Some evenings or weekends may be required for off‑hours maintenance.
• Attends various meetings in administrative offices and airport terminals in support of IT projects, operational initiatives, and end‑user needs.

• Possess subject matter experience and a track record of accomplishment in all or many of the disciplines outlined in this job description.
• Knowledge and hands‑on experience administering Microsoft 365 (M365), Windows Server environments, and Active Directory, including maintenance, configuration, and troubleshooting.
• Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, VLANs) and IT security concepts including endpoint protection, MFA, and identity management.
• Experience managing and resolving Tier 2/3 help desk tickets with a strong understanding of incident management processes and escalation procedures.
• Exceptional problem‑solving and analytical skills with strong attention to detail.
• Excellent troubleshooting methods with the ability to identify root causes and resolve issues quickly.
• Effectively manages time and prioritizes duties in an environment with shifting priorities.
• Ability to work independently and as part of a collaborative team.
• Ability to prioritize responses to problems given system and user impacts.
• Ability to exercise sound judgment and creativity in making decisions.
• Ability to interact effectively and courteously with employees, contractors, and stakeholders at all levels of the organization in a dynamic airport…