Systems Analyst

Position Summary

The Systems Analyst is a foundational member of Meriplexs Technical Assistance Center and reports to a TAC Manager. In this role, youll resolve Level 1 end-user issues, follow established SOPs, and deliver a consistently positive support experience. Youll handle a wide range of everyday IT needs—from desktop troubleshooting to account management—while knowing when to escalate more complex issues.

This is a great opportunity for someone who wants to build confidence, expand technical exposure, and grow within an MSP environment.

What Youll Do

- Be the first point of contact for end users, delivering friendly, professional, and timely support

- Troubleshoot common desktop, OS, email, printing, and connectivity issues

- Support customer-specific applications using documented procedures

- Perform basic network troubleshooting (TCP/IP, VPN connectivity, password resets)

- Navigate Active Directory to create, modify, and disable user accounts and groups

- Provide basic Microsoft 365 and Azure support

- Perform first-level triage for virtual server and system issues

- Accurately document work and manage tickets using established workflows

- Follow SOPs while knowing when to escalate issues appropriately

- Build trust with end users by setting clear expectations and following through

What Were Looking For

- Strong customer service mindset - you enjoy helping people and explaining technical concepts clearly

- Solid Tier 1 / Tier 1.5 technical foundation

- Basic understanding of:

- Microsoft 365

- Active Directory

- TCP/IP and networking fundamentals

- Command line and OS troubleshooting

- Ability to communicate effectively with both technical and non-technical users

- Comfortable working in a ticket-driven environment and managing priorities

- Team-oriented, dependable, and respectful in all interactions

Preferred Experience & Certifications

- Prior MSP or service desk experience (highly encouraged)

- A+, Network+, and/or Server+ certifications

- Basic Microsoft 365 or Azure certifications

- Familiarity with ITIL concepts

- Strong written and verbal communication skills

Why Meriplex

- Supportive team environment with clear processes

- Exposure to a variety of technologies and real-world client environments

- Opportunity to grow beyond Tier 1 as your skills develop

- A company that values both technical ability and how you treat people