Systems Support Analyst

Merchants Bank of Indiana•Carmel, IN

About The Position

The Systems Support Analyst will independently provide tier 1 and tier 2 support to internal end-users and assist the Manager with tier 3 and project work. Strong communication and excellent customer service are equally important to technical skill and experience. The ideal person will deliver timely solutions the first time while leaving excellent impressions with users.

Requirements

Requires at least 3-5 years of progressive IT support experience in a corporate environment, including help desk, systems support, or Microsoft 365 administration.
Must have strong troubleshooting and problem-solving skills with the ability to independently resolve complex end-user, endpoint, Microsoft 365, and access-related issues.
Must have experience supporting Windows 11 Pro/Enterprise, Microsoft 365, Exchange Online, Microsoft Entra ID, Intune, OneDrive, SharePoint, Teams, and related cloud services.
Must demonstrate experience with end-user training and the ability to explain technical concepts in a clear, professional, and user-friendly manner.
Must be able to create and maintain clear technical documentation, including SOPs, knowledge base articles, how-to guides, troubleshooting steps, and support runbooks.
Must have the ability to participate in and lead assigned IT projects through completion, including migrations, hardware refreshes, software deployments, endpoint management initiatives, and process improvements.
Must be able to work both independently and collaboratively in a team environment with minimal day-to-day direction once trained.
Bachelor’s degree from an accredited institution required; equivalent technical experience may be considered where appropriate.
Must have a solid understanding of security and cybersecurity fundamentals, including MFA, Conditional Access, endpoint security, patching, phishing awareness, and secure access practices.

Nice To Haves

Experience with email migrations preferred, including Exchange Online mailbox migrations, Outlook profile troubleshooting, shared mailboxes, distribution groups, mail flow, and permissions.
Hands-on experience with Microsoft Intune / Endpoint Manager preferred, including device enrollment, compliance policies, configuration profiles, application deployment, endpoint security settings, mobile device management, and Windows Autopilot.
Familiarity/Experience with Windows Server environments, Active Directory, Group Policy Administration, security groups, NTFS permissions, printer management, and basic server administration preferred.
Experience using PowerShell, scripting, or automation tools to support Microsoft 365 administration, user and group management, application deployment, reporting, and operational efficiency preferred.
Basic-to-intermediate network troubleshooting experience preferred, including VPN, Wi-Fi, DNS, DHCP, TCP/IP, and remote connectivity.
Preferred IT certifications include CompTIA A+/Network+/Security+, Microsoft 365 Certified: Endpoint Administrator Associate, Microsoft 365 Administrator, Azure/Entra ID certifications, and/or Cisco certifications.

Responsibilities

Independently maintain the help desk ticketing system, working tickets and maintaining timely, informative customer communication.
Provide continued project updates to department managers.
Assist the Systems Support Manager with project work as needed and available.
Create/Update technical documentation and how-to's for end users.
Perform other duties as assigned.