Systems Analyst

Meriplex•Princeton, NJ

7d•$26 - $31

About The Position

The Systems Analyst is the foundation of Meriplex’s Technical Assistance Center (TAC) and reports to a TAC Manager. The role uses the TAC ticketing system to resolve Level 1 end-user issues while delivering exemplary customer service and following standard operating procedures. Support ranges 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 TCP/IP understanding.
Ability to communicate technical information verbally and in writing to a wide range of end users.
Ability to set expectations regarding service delivery.
Ability to work as a respectful and contributing member of a team.
Adherence to ticketing methodologies for documentation, process, and workflow.

Nice To Haves

Prior MSP support desk experience.
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 and basic operating system support.
Provide customer-specific and scripted application support.
Troubleshoot basic network connectivity, devices, and user connectivity, including TCP/IP and VPN issues.
Administer incident-response system reboots.
Use basic Azure support skills and provide first-level triage of virtual server issues to reestablish functionality.
Follow 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 and provide basic printing and connectivity support.
Perform password resets and 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 process tickets in accordance with ticketing methodologies and established workflows.
Set service-delivery expectations and strengthen customer relationships through exemplary customer service.