Position Summary:

The Service Desk 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:

• Deliver general workstation support.
• Provide customer specific application support.
• Troubleshoot basic network connectivity and devices/user connectivity.
• Administer incident response system reboots.
• Perform basic OS support.
• Utilize basic Azure support skills.
• 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.
• Basic end-user email support.

Knowledge, Skills, and Abilities:

• Basic knowledge of Microsoft 365 applications.
• Basic knowledge of command line.
• Understanding of basic technical triage methodologies.
• Basic TCP/IP understanding.
• 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, including the human body. Sedentary work involves sitting most of the time.

Disclaimer:

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.

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.