Systems Analyst

Meriplex•Camarillo, CA

7d•$23 - $26

About The Position

The 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, delivering exemplary customer service while following standard operating procedures (SOPs) to complete customer requests. The position handles a range of end-user issues, from general desktop diagnostics to customer-specific application support. The 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 TCP/IP understanding.
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 for documentation, process, and workflow.
Ability to support, manage, troubleshoot, and resolve service requests with appropriate urgency and professionalism.
Ability to manage workflow using research, documentation, RMM tools, a ticket system, and communication.

Nice To Haves

Prior MSP support desk experience is highly encouraged.
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 device/user connectivity.
Administer incident-response system reboots.
Perform basic operating system support.
Utilize basic Azure support skills.
Provide first-level triage of virtual server support to reestablish functionality.
Follow all SOPs to resolve technical issues.
Navigate Active Directory to manage distribution groups and create, change, and disable users.
Perform basic ITIL security tasks to provide printing and connectivity support.
Deliver scripted application support.
Troubleshoot TCP/IP issues.
Address basic VPN connectivity issues and password resets.
Provide basic end-user email support.
Manage service requests with appropriate urgency and professionalism, using research, documentation, RMM tools, the ticketing system, and communication.
Document and follow ticketing methodologies, processes, and workflows.
Set service-delivery expectations and provide exemplary customer service.