Systems Analyst

Meriplex•Indianapolis, IN

About The Position

The Systems Analyst serves as the foundational support for Meriplex’s Technical Assistance Center (TAC). This role is responsible for resolving Level 1 end-user issues within the TAC’s ticketing system. The Systems Analyst is expected to provide exemplary customer service while adhering to all Standard Operating Procedures (SOPs) to fulfill customer requests. The position addresses a variety of end-user issues, ranging from general desktop diagnostics to support for customer-specific applications.

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 both verbal and written technical information to a wide range of 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.

Nice To Haves

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.

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 end-user email support.