Systems Analyst
Role Overview
Foundational member of Meriplex’s Technical Assistance Center, reporting to a TAC Manager.
Resolves Level 1 end-user issues, follows established SOPs, and provides a positive support experience.
Handles everyday IT needs, including desktop troubleshooting and account management, and escalates complex issues.
Key Skills for This Role
Full Job Posting
Position Summary
Foundational member of Meriplex’s Technical Assistance Center, reporting to a TAC Manager.
Resolves Level 1 end-user issues, follows established SOPs, and provides a positive support experience.
Handles everyday IT needs, including desktop troubleshooting and account management, and escalates complex issues.
What You’ll Do
- Serve as first point of contact for end users and deliver friendly, professional, timely support.
- Troubleshoot desktop, OS, email, printing, connectivity, and customer-specific application issues.
- Perform basic TCP/IP and VPN troubleshooting and password resets.
- Create, modify, and disable Active Directory user accounts and groups.
- Provide basic Microsoft 365 and Azure support and first-level triage for virtual server and system issues.
- Document work and manage tickets using established workflows; follow SOPs and escalate appropriately.
- Set clear expectations and follow through to build trust with end users.
What We’re Looking For
- Strong customer service mindset and ability to explain technical concepts clearly.
- Solid Tier 1 or Tier 1.5 technical foundation.
- Basic understanding of Microsoft 365, Active Directory, TCP/IP and networking fundamentals, command line, and OS troubleshooting.
- Effective communication with technical and non-technical users; comfort with ticket-driven work and prioritization.
- Team-oriented, dependable, and respectful in interactions.
Preferred Experience & Certifications
- Prior MSP or service desk experience is highly encouraged.
- A+, Network+, and/or Server+ certifications are listed as preferred.
- Basic Microsoft 365 or Azure certifications and familiarity with ITIL concepts are preferred.
Why Meriplex
- Supportive team environment with clear processes and exposure to varied technologies and client environments.
- Opportunity to grow beyond Tier 1 as skills develop.
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