IT Helpdesk Analyst (Tier 1) – MSP Support & AD/O365

Meriplex; Denver (CO); On-site; USD 55,000 - 75,000; Full time

Job summary

Meriplex in Denver, CO is seeking a Systems Analyst to join our Technical Assistance Center. You’ll resolve Level 1 end-user issues, follow SOPs, and deliver a consistently positive support experience.

You’ll handle desktop, account management, and basic network tasks while knowing when to escalate more complex issues. This role offers growth within a busy MSP environment and exposure to diverse client environments.

Qualifications

• Customer service mindset and ability to explain technical concepts clearly.
• Basic Microsoft 365 and Active Directory knowledge.
• Understanding of TCP/IP and networking fundamentals.
• Experience with OS troubleshooting and command line.
• Ability to work in a ticket-driven environment and manage priorities.
• Preferred MSP or service desk experience and ITIL familiarity.

Responsibilities

• Be the first point of contact for end users, delivering friendly, professional, and timely support
• Troubleshoot common desktop, OS, email, printing, and connectivity issues
• Support customer‑specific applications using documented procedures
• Perform basic network troubleshooting (TCP/IP, VPN connectivity, password resets)
• Navigate Active Directory to create, modify, and disable user accounts and groups
• Provide basic Microsoft 365 and Azure support
• Perform first-level triage for virtual server and system issues
• Accurately document work and manage tickets using established workflows
• Follow SOPs while knowing when to escal...
• Build trust with end users by setting clear expectations and following through

Skills

Microsoft 365

Active Directory

TCP/IP networking

OS troubleshooting

Command line

Customer service

Education

A+ certification

Network+ certification

Server+ certification

Microsoft 365 or Azure certifications

ITIL familiarity

Job description

Meriplex in Denver, CO is seeking a Systems Analyst to join our Technical Assistance Center. You’ll resolve Level 1 end-user issues, follow SOPs, and deliver a consistently positive support experience.

You’ll handle desktop, account management, and basic network tasks while knowing when to escalate more complex issues. This role offers growth within a busy MSP environment and exposure to diverse client environments.