Systems Analyst

Meriplex; Carmel (IN); On-site; USD 65,000 - 90,000; Full time

Job summary

Meriplex is seeking a Systems Analyst to work on-site with a high-end client and support Meriplex's Technical Assistance Center (TAC). You will resolve Level 1 end-user issues within the TAC ticketing system and provide solid customer service while following SOPs for all requests.

The role covers desktop diagnostics, customer-specific application support, and basic IT ITIL-related activities. 24/7 TAC scheduling and on-site work are involved, with minimal travel.

Qualifications

• Prior MSP helpdesk experience is highly encouraged.
• Certifications listed (A+, Network+, Server+) are preferred.
• Fundamental knowledge of Microsoft 365 apps and Azure support.
• Comfort with basic ITIL concepts and service-delivery practices.

Responsibilities

• Deliver general workstation and end-user support.
• Provide customer-specific application support and troubleshooting.
• Troubleshoot basic network connectivity and device access.
• Administer incident reboots and OS support tasks.
• Apply basic Azure and Active Directory skills to resolve issues.
• Provide first-level triage for virtual server issues.
• Follow SOPs to resolve technical requests efficiently.
• Document actions in the ticketing system and communication channels.
• Perform TCP/IP troubleshooting and password resets when needed.
• Handle basic end-user email support and connectivity.

Skills

Microsoft 365 applications

Command line

Technical triage methodologies

TCP/IP

Verbal and written communication

Setting service expectations

Customer service

Team collaboration

Ticketing/documentation

RMM tools

Active Directory

ITIL basics

Printing and connectivity support

Education

A+ certification

Network+ certification

Server+ certification

Basic Microsoft 365 certification

Tools

Active Directory

Azure

RMM tools

Ticketing system

Job description

Position Summary

The Systems Analyst will work on-site with a high end Client and acts as the foundation for Meriplex's Technical Assistance Center (TAC) and reports to a TAC Manager. This role works within the TAC's ticketing system to resolve Level 1 end user issues. The Systems Analyst must deliver exemplary customer service while following all SOPs to complete customer requests. The person in this position is responsible for an array of end-user issues ranging from general desktop diagnostics to customer specific application support.

Job Details

Description

Position Summary

The Systems Analyst will work on-site with a high end Client and acts as the foundation for Meriplex's Technical Assistance Center (TAC) and reports to a TAC Manager. This role works within the TAC's ticketing system to resolve Level 1 end user issues. The Systems Analyst must deliver exemplary customer service while following all SOPs to complete customer requests. The person in this position is responsible for an array of end-user issues ranging from general desktop diagnostics to customer specific application support.

Key Responsibilities

• Deliver general workstation support.
• Provide customer specific application support.
• Troubleshoot basic network connectivity and devices/user connectivity.
• Administer incident response system reboots.
• Perform basic OS support.
• Utilize basic Azure support skills.
• Provide first level triage virtual server support to reestablish functionality.
• Driven to follow all SOP to resolve all technical issues.
• Navigate Active Directory to enact distribution groups and create, change, and disable users.
• Perform basic ITIL security to provide basic printing and connectivity support.
• Deliver scripted application support.
• TCP/IP troubleshooting abilities.
• Able to perform basic VPN connectivity issues and password resets.
• Basic end-user email support.

Knowledge, Skills, And Abilities

• Basic knowledge of Microsoft 365 applications.
• Basic knowledge of command line.
• Understanding of basic technical triage methodologies.
• Basic TCP/IP understanding.
• Ability to communicate both verbal and written technical information to a wide range of end-users.
• Ability to effectively set expectations regarding delivery of service.
• Strengthen customer relationships by providing exemplary customer service.
• Ability to work in a team environment; contribute as a team member and treat co-workers, subordinates, and customers with respect.
• Adherence to ticketing methodologies regarding documentation, process, and workflow.
• Support, manage, troubleshoot, and resolve service requests with the appropriate level of urgency and professionalism.
• Properly manage workflow using research, documentation, RMM tools, ticket system, and communication.

Preferred Education, Experience, And Certifications

• Prior MSP support desk experience, highly encouraged.
• A+ certification.
• Network+ certification.
• Server+ certification.
• Azure support.
• Superior reading, writing, and communication skills.
• Basic knowledge of network concepts, devices, and best practices.
• Basic Microsoft 365 certification.

Work Schedule/Travel

• Meriplex's TAC operates 24/7 - both workday and after hours shifts available, Monday - Sunday.
• Estimated 0% travel required.

Physical Demands

Sedentary Work - Exerts up to 50 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull or otherwise move objects, involving the human body. Sedentary work involves sitting most of the time.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Meriplex Communications and Meriplex Solutions are Equal Employment Opportunity Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.