Systems Analyst

Meriplex-Communication; Carmel (IN); On-site; USD 52,000 - 72,000; Full time

Job summary

Meriplex Communications is seeking a Systems Analyst to work on-site with a high-end client as the foundation for Meriplex’s Technical Assistance Center (TAC) and reports to a TAC Manager. This role resolves Level 1 end-user issues within the TAC’s ticketing system while delivering exemplary service and following SOPs.

You will support desktop diagnostics and customer-specific application issues, triage basic IT concerns, and collaborate with a team to restore functionality quickly.

Qualifications

• A+ certification preferred.
• Network+ and Server+ certifications preferred.
• Superior reading, writing, and communication skills.
• Basic knowledge of network concepts and Microsoft 365.
• Ability to communicate technical information to end-users.

Responsibilities

• Provide customer specific application support.
• Troubleshoot basic network connectivity and devices/user connectivity.
• Administer incident response system reboots.
• Perform basic OS support.
• Provide first level triage virtual server support to reestablish functionality.
• Follow SOPs to resolve all technical issues.
• Navigate Active Directory to manage users and groups.
• Perform basic ITIL security and connectivity support.
• Deliver scripted application support.
• TCP/IP troubleshooting.
• VPN connectivity issues and password resets.

Skills

Active Directory

Microsoft 365

Command line

IT triage

End-user communication

Education

A+ certification

Network+ certification

Server+ certification

Tools

RMM tools

Ticketing system

Job description

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:

• Provide customer specific application support.
• Troubleshoot basic network connectivity and devices/user connectivity.
• Administer incident response system reboots.
• Perform basic OS support.
• 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.

Knowledge, Skills, and Abilities:

• Basic knowledge of Microsoft 365 applications.
• Basic knowledge of command line.
• Understanding of basic technical triage methodologies.
• 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:

• A+ certification.
• Network+ certification.
• Server+ certification.
• 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.

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.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.