Systems Analyst

Meriplex Communications; San Diego (CA); On-site; USD 39,000 - 43,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Disability insurance

Group term life insurance

401K

PTO

Holiday pay

Referral bonuses

Job summary

Meriplex Communications is seeking an Systems Analyst to support the Technical Assistance Center (TAC) with Level 1 end-user issues. This on-site role in San Diego, CA, requires following SOPs and delivering exemplary customer service while using the TAC ticketing system to resolve requests.

Responsibilities include app support, basic network/OS troubleshooting, AD user management, and VPN/password reset tasks.

Qualifications

• A+ , Network+ and Server+ certifications preferred.
• Excellent verbal and written communication skills.
• Experience in IT helpdesk or TAC/support environment.
• On-site work in San Diego, CA.
• Ability to follow SOPs and document work.

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 technical issues.
• Navigate Active Directory to manage users and groups.
• Assist with basic ITIL security tasks, printing, and connectivity.
• Deliver scripted application support.
• Troubleshoot TCP/IP issues.
• Assist with VPN connectivity and password resets.

Skills

Microsoft 365 basics

Command line basics

Technical triage methodologies

Customer service

Team collaboration

Ticketing procedures

ITIL awareness

Professional communication

Education

A+ certification

Network+ certification

Server+ certification

Tools

Active Directory

RMM tools

Ticketing system

Job description

The Systems Analyst 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. This will be an onsite position supporting a Meriplex client in San Diego, CA.

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.

Benefits & Compensation

Meriplex employees receive a full benefits package including medical, dental, vision, disability, group term life insurance, 401K, plus PTO, holiday pay, as well as referral bonuses.

Compensation: $28.00 - $31.00 / hour

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.