Technical Support Analyst - Level 1 (24/7 TAC)

Meriplex; Vero Beach (FL); On-site; USD 34,000 - 43,000; Full time

Benefits offered by this job

24/7 shifts

Job summary

Meriplex's Systems Analyst role sits at the foundation of the Technical Assistance Center, handling Level 1 end-user issues within the TAC ticketing system and delivering exemplary customer service in line with SOPs. The position covers desktop diagnostics, basic application support, and initial IT service triage to restore functionality.

The role requires knowledge of Microsoft 365, command line basics, and strong communication skills, with duties including AD management, basic VPN and network

Qualifications

• 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 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.

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.

Skills

Microsoft 365 basics

Technical triage

Communication skills

Team collaboration

End-user support

Ticketing workflows

Education

A+ certification

Network+ certification

Server+ certification

Basic Microsoft 365 certification

Tools

Active Directory

RMM tools

VPN

Job description

Meriplex's Systems Analyst role sits at the foundation of the Technical Assistance Center, handling Level 1 end-user issues within the TAC ticketing system and delivering exemplary customer service in line with SOPs. The position covers desktop diagnostics, basic application support, and initial IT service triage to restore functionality.

The role requires knowledge of Microsoft 365, command line basics, and strong communication skills, with duties including AD management, basic VPN and network