Position Summary:
The Systems Analyst acts as the foundation for Meriplex’s Technical Assistance Center (TAC) and reports to a TAC Manager. This role works within the TAC’s ticketing system to resolve Level 1 end user issues. The Systems Analyst must deliver exemplary customer service while following all SOPs to complete customer requests. The person in this position is responsible for an array of end-user issues ranging from general desktop diagnostics to customer specific application support.
Knowledge, Skills, and Abilities:
- Administration and troubleshooting of Microsoft 365 applications.
- Basic knowledge of command line.
- Understanding of basic technical triage methodologies.
- Basic TCP/IP understanding.
- Administration of Active Directory
- Desktop hardware setup and troubleshooting.
- Ability to communicate both verbal and written technical information to a wide range of end-users.
- Ability to effectively set expectations regarding delivery of service.
- Strengthen customer relationships by providing exemplary customer service.
- Ability to work in a team environment; contribute as a team member and treat co-workers, subordinates, and customers with respect.
- Adherence to ticketing methodologies regarding documentation, process, and workflow.
- Support, manage, troubleshoot, and resolve service requests with the appropriate level of urgency and professionalism.
- Properly manage workflow using research, documentation, RMM tools, ticket system, and communication
Preferred Education, Experience, and Certifications:
- Prior MSP support desk experience, highly encouraged.
- A+ certification.
- Network+ certification.
- Server+ certification.
- Azure support.
- Superior reading, writing, and communication skills.
- Basic knowledge of network concepts, devices, and best practices.
- Basic Microsoft 365 certification.
Work Schedule/Travel:
- Meriplex’s TAC operates 24/7 - both workday and after hours shifts available, Monday – Sunday.
- Estimated 0% travel required.
Physical Demands:
Sedentary Work – Exerts up to 50 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull or otherwise move objects, involving the human body. Sedentary work involves sitting most of the time.
Disclaimer:
Meriplex Communications and Meriplex Solutions are Equal Employment Opportunity Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
