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.
Key Responsibilities:
- Provide customer specific application support.
- Troubleshoot basic network connectivity and devices/user connectivity.
- Administer incident response system reboots.
- Perform basic OS support.
- Provide first level triage virtual server support to reestablish functionality.
- Driven to follow all SOP to resolve all technical issues.
- Navigate Active Directory to enact distribution groups and create, change, and disable users.
- Perform basic ITIL security to provide basic printing and connectivity support.
- Deliver scripted application support.
- TCP/IP troubleshooting abilities.
- Able to perform basic VPN connectivity issues and password resets.
Knowledge, Skills, and Abilities:
- Basic knowledge of Microsoft 365 applications.
- Basic knowledge of command line.
- Understanding of basic technical triage methodologies.
- 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:
- A+ certification.
- Network+ certification.
- Server+ certification.
- 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.
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, including the human body. Sedentary work involves sitting most of the time.
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