Systems Support Analyst

Merchants Bank of Indiana; Carmel (IN); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

401K

ESOP

Tuition assistance

Paid time off

Job summary

Merchants Bank of Indiana is seeking a Systems Support Analyst to provide tier 1 and 2 IT support for internal users and assist with tier 3 and project work. You will maintain the help desk system, deliver timely updates, and create end-user documentation.

The ideal candidate has 3–5 years in corporate IT support, strong troubleshooting, and extensive experience with Windows 11 Pro/Enterprise, Microsoft 365, Exchange Online, Intune, and related cloud services.

Qualifications

• Requires 3–5 years of progressive IT support experience in a corporate environment (help desk, systems support, or M365 administration).
• Strong troubleshooting and problem-solving skills with the ability to independently resolve complex end-user issues.
• Experience supporting Windows 11 Pro/Enterprise, Microsoft 365, Exchange Online, Entra ID, Intune, OneDrive, SharePoint, Teams, and related cloud services.
• Experience with email migrations including Exchange Online mailbox migrations and Outlook profile troubleshooting.
• Hands-on experience with Intune / Endpoint Manager including device enrollment and policy configuration.
• Familiarity with Windows Server, Active Directory, GPOs, NTFS permissions, and basic server administration.
• Experience with PowerShell, scripting or automation to support Microsoft 365 administration and reporting.
• Solid understanding of security fundamentals: MFA, Conditional Access, endpoint security, patching, phishing awareness.
• Basic-to-intermediate network troubleshooting (VPN, DNS, DHCP, TCP/IP, remote access).
• Ability to train end users and explain technical concepts clearly; create clear SOPs and runbooks.

Responsibilities

• Provide tier 1 and tier 2 IT support to internal end-users.
• Assist with tier 3 and project work as needed.
• Maintain the help desk ticketing system and communicate updates to users.
• Develop and update technical documentation and how-to guides for end users.
• Lead or participate in assigned IT projects through completion.

Skills

Troubleshooting

Microsoft 365

Intune / Endpoint Manager

PowerShell

Windows 11 Pro/Enterprise

Security fundamentals

Network troubleshooting

End-user training

Documentation

Project leadership

Team collaboration

Education

Bachelor’s degree

Tools

PowerShell

Intune / Endpoint Manager

Microsoft 365 Admin Center

Exchange Online

Azure/Entra ID

SharePoint

Job description

Description

The Systems Support Analyst will independently provide tier 1 and tier 2 support to internal end-users and assist the Manager with tier 3 and project work. Strong communication and excellent customer service are equally important to technical skill and experience. The ideal person will deliver timely solutions the first time while leaving excellent impressions with users.

Requirements

• Independently maintain the help desk ticketing system, working tickets and maintaining timely, informative customer communication.
• Provide continued project updates to department managers.
• Assist the Systems Support Manager with project work as needed and available.
• Create/Update technical documentation and how-to's for end users.
• Perform other duties as assigned.

Expected Experience, Skills and Education

• Requires at least 3-5 years of progressive IT support experience in a corporate environment, including help desk, systems support, or Microsoft 365 administration.
• Must have strong troubleshooting and problem-solving skills with the ability to independently resolve complex end-user, endpoint, Microsoft 365, and access-related issues.
• Must have experience supporting Windows 11 Pro/Enterprise, Microsoft 365, Exchange Online, Microsoft Entra ID, Intune, OneDrive, SharePoint, Teams, and related cloud services.
• Experience with email migrations preferred, including Exchange Online mailbox migrations, Outlook profile troubleshooting, shared mailboxes, distribution groups, mail flow, and permissions.
• Hands-on experience with Microsoft Intune / Endpoint Manager preferred, including device enrollment, compliance policies, configuration profiles, application deployment, endpoint security settings, mobile device management, and Windows Autopilot.
• Familiarity/Experience with Windows Server environments, Active Directory, Group Policy Administration, security groups, NTFS permissions, printer management, and basic server administration preferred.
• Experience using PowerShell, scripting, or automation tools to support Microsoft 365 administration, user and group management, application deployment, reporting, and operational efficiency preferred.
• Must have a solid understanding of security and cybersecurity fundamentals, including MFA, Conditional Access, endpoint security, patching, phishing awareness, and secure access practices.
• Basic-to-intermediate network troubleshooting experience preferred, including VPN, Wi-Fi, DNS, DHCP, TCP/IP, and remote connectivity.
• Must demonstrate experience with end-user training and the ability to explain technical concepts in a clear, professional, and user-friendly manner.
• Must be able to create and maintain clear technical documentation, including SOPs, knowledge base articles, how-to guides, troubleshooting steps, and support runbooks.
• Must have the ability to participate in and lead assigned IT projects through completion, including migrations, hardware refreshes, software deployments, endpoint management initiatives, and process improvements.
• Must be able to work both independently and collaboratively in a team environment with minimal day-to-day direction once trained.
• Bachelor’s degree from an accredited institution required; equivalent technical experience may be considered where appropriate.
• Preferred IT certifications include CompTIA A+/Network+/Security+, Microsoft 365 Certified: Endpoint Administrator Associate, Microsoft 365 Administrator, Azure/Entra ID certifications, and/or Cisco certifications.

Our Benefits: Health, Vision, Dental, 401K, ESOP, 100% Tuition Assistance, 4 weeks paid time off, plus a few more.

About Merchants

Ranked as a top performing U.S. public bank by S&P Global Market Intelligence, Merchants Bancorp is a diversified bank holding company headquartered in Carmel, Indiana operating multiple segments, including Multi-family Mortgage Banking that offers multi-family housing and healthcare facility financing and servicing; Mortgage Warehousing that offers mortgage warehouse financing; and Banking that offers retail and correspondent residential mortgage banking, agricultural lending, and traditional community banking. Merchants Bancorp, with $18.8 billion in assets and $11.9 billion in deposits as of December 31, 2024, conducts its business primarily through its direct and indirect subsidiaries, Merchants Bank of Indiana, Merchants Capital Corp., Merchants Capital Investments, LLC, Merchants Capital Servicing, LLC, Merchants Asset Management, LLC, and Merchants Mortgage, a division of Merchants Bank of Indiana.

Merchants Bank and Merchants Capital have recently been honored with the 2025 USA Today Top Workplaces recognition, ranking 22nd nationally within the 500-999 employee category. This is the second year that Merchants has been recognized with this award. These accolades build on our strong history of workplace recognition, including being named a Best Place to Work in Indiana for seven consecutive years (2016–2022). For more information read the entire article here.