Systems Analyst

Position Summary:

The Systems Analyst acts as the foundation for Meriplexs Technical Assistance Center (TAC) and reports to a TAC Manager. This role works within the TACs 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 enduser issues ranging from general desktop diagnostics to customer specific application support.

Key Responsibilities:

• Deliver general workstation support.
• Provide customer specific application support.
• Troubleshoot basic network connectivity and devices/user connectivity.
• Administer incident response system reboots.
• Perform basic OS support.
• Utilize basic Azure support skills.
• 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.
• Basic enduser email support.

Knowledge Skills and Abilities:

• Basic knowledge of Microsoft 365 applications.
• Basic knowledge of command line.
• Understanding of basic technical triage methodologies.
• Basic TCP/IP understanding.
• Ability to communicate both verbal and written technical information to a wide range of endusers.
• 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 coworkers 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:

• Prior MSP support desk experience highly encouraged.
• A certification.
• Network certification.
• Server certification.
• Azure support.
• Superior reading writing and communication skills.
• Basic knowledge of network concepts devices and best practices.
• Basic Microsoft 365 certification.

Work Schedule/Travel:

• Meriplexs TAC operates 24/7 both workday and after hours shifts available Monday Sunday.
• Estimated 0% travel required.

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 including the human body. Sedentary work involves sitting most of the time.

Disclaimer:

The above information in 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.

Required Experience:

IC