Systems Support Analyst (2nd Shift)

Merchants Bancorp • Carmel, IN

6d • Onsite

About The Position

The Systems Support Analyst independently provides tier 1 and tier 2 support to internal end users and assists the Systems Support Manager with tier 3 support and project work. The role is an onsite, second-shift position at the company’s Carmel, Indiana office, with hours from 12 p.m. to 9 p.m. Eastern, Monday through Friday. Strong communication and customer service are as important as technical skills. The analyst is expected to deliver timely, effective solutions while providing a positive user experience and helping associates stay productive.

The position supports business operations by responding to and resolving technology issues, coordinating escalations, assisting with office relocations, managing computer deployments, supporting employee onboarding and separation, and maintaining conference room technology. Success is measured by minimizing business disruption, maximizing associate productivity, and delivering a consistently positive customer experience.

The analyst independently maintains the help desk ticketing system, works tickets, communicates updates to customers, provides project updates to department managers, assists with project work as needed, and creates or updates technical documentation and end-user guides. Other duties may be assigned.

Requirements

• At least 3–5 years of progressive IT support experience in a corporate environment, including help desk, systems support, or Microsoft 365 administration.
• Ability to work 12 p.m. to 9 p.m. Eastern, Monday through Friday.
• Strong troubleshooting and problem-solving skills, including the ability to independently resolve complex end-user, endpoint, Microsoft 365, and access-related issues.
• Experience supporting Windows 11 Pro/Enterprise, Microsoft 365, Exchange Online, Microsoft Entra ID, Intune, OneDrive, SharePoint, Teams, and related cloud services.
• Solid understanding of security and cybersecurity fundamentals, including MFA, Conditional Access, endpoint security, patching, phishing awareness, and secure access practices.
• Experience with end-user training and the ability to explain technical concepts clearly, professionally, and in a user-friendly manner.
• Ability to create and maintain technical documentation, including SOPs, knowledge base articles, how-to guides, troubleshooting steps, and support runbooks.
• Ability to participate in and lead assigned IT projects through completion.
• Ability to work independently and collaboratively with minimal day-to-day direction once trained.
• Bachelor’s degree from an accredited institution; equivalent technical experience may be considered where appropriate.

Nice To Haves

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

Responsibilities

• Independently provide tier 1 and tier 2 support to internal end users and assist the Systems Support Manager with tier 3 support and project work.
• Promptly respond to and resolve technology issues, including end-user, endpoint, Microsoft 365, and access-related problems.
• Coordinate escalations and maintain timely, informative communication with users through the help desk ticketing system.
• Support office relocations and manage computer deployments.
• Facilitate employee onboarding and separation activities.
• Maintain reliable conference room technology.
• Provide project updates to department managers and assist with project work as needed.
• Create and update technical documentation and end-user how-to guides.
• Participate in and lead assigned IT projects through completion, such as migrations, hardware refreshes, software deployments, endpoint management initiatives, and process improvements.
• Perform other duties as assigned.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• 401(k)
• Employee Stock Ownership Plan (ESOP) participation
• Generous paid time off
• Wellness resources
• Tuition Assistance Program covering 100% of eligible tuition expenses, as well as required books and materials

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level