Systems Analyst

Meriplex • Edgmont Township, PA

8d • $25 - $31

About The Position

The Systems Analyst acts as a foundation for Meriplex’s Technical Assistance Center (TAC) and reports to a TAC Manager. The role works in the TAC ticketing system to resolve Level 1 end-user issues, deliver exemplary customer service, and follow standard operating procedures (SOPs) when completing customer requests. Issues range from general desktop diagnostics to customer-specific application support.

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 strengthen customer relationships through exemplary customer service.
• Ability to work in a team, contribute as a team member, and treat coworkers, subordinates, and customers with respect.
• Adherence to ticketing methodologies for documentation, process, and workflow.

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 or user connectivity.
• Administer incident-response system reboots.
• Perform basic operating system support.
• Use basic Azure support skills.
• Provide first-level triage for 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 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed