Systems Support Analyst

Merchants Bancorp • Carmel, IN

2d

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 combines technical capability with strong communication and customer service, delivering timely solutions while providing a positive experience for users.

The analyst serves as a technology partner to associates, helping keep business operations efficient and effective. The position responds to and resolves technology issues, coordinates escalations, supports office relocations, manages computer deployments, assists with employee onboarding and separation, and maintains reliable conference room technology. Success is measured by minimizing business disruption, supporting associate productivity, and consistently delivering a positive customer experience.

The role independently manages help desk tickets and customer communications, provides project updates to department managers, supports project work as needed, and creates or updates technical documentation and end-user guides. A bachelor's degree is required, though equivalent technical experience may be considered where appropriate. The position is listed as full-time.

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.
• 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+/Security+, Microsoft 365 Certified: Endpoint Administrator Associate, Microsoft 365 Administrator, Azure/Entra ID certifications, and/or Cisco certifications.

Responsibilities

• Provide independent Tier 1 and Tier 2 support to internal end users and assist with Tier 3 support.
• Promptly respond to and resolve technology issues, coordinating escalations as needed.
• Independently maintain the help desk ticketing system, work tickets, and provide timely, informative customer communications.
• 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 guides 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 and required books and materials

What This Job Offers

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