Systems Support Analyst (2nd Shift)

Merchants Bank of Indiana • Carmel, IN

7d • Onsite

About The Position

The Systems Support Analyst independently provides tier 1 and tier 2 technical support to internal end-users and assists the Systems Support Manager with tier 3 support and project work. The role serves as a trusted technology partner to associates by resolving issues promptly, minimizing business disruption, supporting productivity, and delivering a positive customer experience. Strong communication and customer service are as important as technical skills and experience.

This is an onsite, second-shift position at the company’s Carmel, Indiana office, with working hours of 12 p.m. to 9 p.m. Eastern, Monday through Friday. The analyst supports help desk operations, escalations, office relocations, computer deployments, employee onboarding and separation, and conference room technology. The position also contributes to assigned IT projects, communicates project updates to department managers, and creates and maintains user-facing and technical documentation.

Requirements

• At least 3–5 years of progressive IT support experience in a corporate environment, including help desk, systems support, or Microsoft 365 administration.
• 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 clear 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.
• Ability to work 12 p.m. to 9 p.m. Eastern, Monday through Friday.
• 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 to support 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+/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 with tier 3 support and project work.
• Maintain the help desk ticketing system, work tickets, and provide timely, informative customer communication.
• Respond to and resolve technology issues, coordinate escalations, and support business operations.
• Support office relocations and manage computer deployments.
• Facilitate employee onboarding and separation activities.
• Maintain reliable conference room technology.
• Provide project updates to department managers.
• Assist the Systems Support Manager with project work as needed and available.
• Create and update technical documentation and how-to materials for end users.
• Participate in and lead assigned IT projects through completion, including 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, required books, and materials

What This Job Offers

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