Senior Systems Analyst

Meriplex•Edgmont Township, PA

1d•$25 - $31

About The Position

The Senior Systems Analyst acts as the foundation for Meriplex’s Technical Assistance Center (TAC) and reports to a TAC Manager. The role works within the TAC’s ticketing system to resolve Level 1 end-user issues. The analyst delivers exemplary customer service and follows all standard operating procedures to complete customer requests. Issues range from general desktop diagnostics to customer-specific application support. Meriplex’s TAC operates 24/7, with workday and after-hours shifts available Monday through Sunday. Estimated travel is 0%.

Requirements

Basic knowledge of Microsoft 365 applications.
Basic knowledge of command line.
Understanding of basic technical triage methodologies.
Basic understanding of TCP/IP.
Ability to communicate technical information verbally and in writing to a wide range of end users.
Ability to effectively set expectations regarding service delivery.
Ability to work in a team environment and treat coworkers, subordinates, and customers with respect.
Adherence to ticketing methodologies regarding documentation, process, and workflow.
Ability to use research, documentation, RMM tools, ticketing systems, and communication to manage workflow.

Nice To Haves

Prior MSP support desk experience is highly encouraged.
Experience working in a healthcare setting.
A+ certification.
Network+ certification.
Server+ certification.
Azure support experience or skills.
Superior reading, writing, and communication skills.
Basic knowledge of network concepts, devices, and best practices.
Basic Microsoft 365 certification.

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 operating system support.
Utilize basic Azure support skills.
Provide first-level triage for virtual server support to reestablish functionality.
Follow all standard operating procedures to resolve technical issues.
Navigate Active Directory to manage distribution groups and create, change, and disable users.
Perform basic ITIL security tasks to provide basic printing and connectivity support.
Deliver scripted application support.
Troubleshoot TCP/IP issues.
Resolve basic VPN connectivity issues and perform password resets.
Provide basic end-user email support.
Support, manage, troubleshoot, and resolve service requests with appropriate urgency and professionalism.
Manage workflow using research, documentation, RMM tools, the ticket system, and communication.
Document and follow ticketing methodologies, processes, and workflows.
Set service-delivery expectations and strengthen customer relationships through exemplary customer service.
Communicate technical information to a wide range of end users and work respectfully as a team member.