TAC Help Desk Analyst - Level 1 Support

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

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.