A Network Analyst or Specialist plans, implements, tests and maintains computer systems within a company. Analyses businesses to identify problems and recommends suitable technical solutions.
Service Analyst Merit Controls Bethlehem, PA Job Details Full-time 2 days ago Benefits Health savings account Health insurance Dental insurance 401(k) Flexible spending account Paid time off Parental leave Vision insurance 401(k) matching Life insurance Qualifications Customer communication Teamwork Computer Science Interpersonal skills English High school diploma or GED Associate's degree Information Technology Full Job Description Service Analyst Full Time, Non-Exempt, Travel up to 10%
Onsite:
Bethlehem, PA Shift:
This position will initially follow a Monday-Friday, 8-hour shift schedule and is expected to transition to 12-hour shifts, 3-4 days per week. Position Description Merit is seeking a Services Analyst to join our Services Team and provide technical support for customer sites and systems. In this role, you'll troubleshoot and execute support requests across SCADA, networking, cybersecurity, and Windows environments while helping monitor system performance and resolve service issues. You'll work closely with customers and internal teams to manage support requests, perform system updates, support commissioning activities, and help ensure customer sites remain reliable, secure, and operating effectively.
Key Responsibilities Service Analyst I:
Monitor Merit's service ticket portal(s) for new tickets and critical events. Assign tickets to appropriate Service Team members and communicate status updates to customers. Validate ticket completeness and confirm site context and contract status, including warranty, LTSA, or neither. Verify all ticket metadata and required fields are complete prior to closure. Execute customer sweep reviews by reviewing Merit software for issues on sites with support agreements and creating tickets for identified issues. Execute backup reviews by verifying site backup data is pulled and stored in the appropriate designated location. Execute customer credential requests, including the creation and delivery of usernames, passwords, and other requested credentials. Execute customer data requests by exporting site data and providing requested information to customers. Maintain accurate service records and documentation. Communicate effectively with customers and internal Service Team members regarding ticket status and service activities.
Service Analyst II:
(Responsibilities in addition to Level I) Independently execute Level 2 customer support requests. Create monthly, quarterly, and annual customer reports and distribute them to customers. Execute pre-turnover reviews of site project data and create tickets for items requiring remediation. Schedule telemetry and maintenance outage windows for SCADA/Controls and network updates. Execute SCADA firmware updates, including updates within Ignition. Execute network switch updates, including Hirschmann and Cisco equipment. Troubleshoot and coordinate more complex customer and site support requests. Demonstrate increased independence in the execution, communication, and resolution of service activities. Provide support and guidance to Level I Service Analysts as needed.
Position Requirements Education:
Associate degree in Information Technology, Computer Science, Engineering Technology, Electrical/Electronic Technology, or a related technical field preferred, but not required. Equivalent technical education, training, or relevant experience will be considered.
Experience:
Level I:
0-2 years of relevant experience in technical support, customer support, service operations, engineering support, or a similar technical environment preferred.
Level II:
2+ years of relevant technical or service support experience preferred, or demonstrated proficiency performing Level I Service Analyst responsibilities. Experience working with ticketing systems, customer portals, technical documentation, or service-related workflows preferred. Experience with SCADA, controls, networking, or industrial technology environments preferred for Level II.
Skills/Competencies Preferred:
Operating Systems:
Advanced Troubleshooting of Windows platforms. CompTIA Network+ or Security+: Helps demonstrate a strong grasp of networking and basic security protocols. CompTIA A+: Validates core hardware, software, and troubleshooting skills.
Administration Tools:
Remote desktop experience. Prior exposure to Ignition/SCADA or OT environments as described above. Network and Firewall experience with Palo Alto and Fortinet preferred. SCADA Monitoring experience preferred
Behavioral:
Demonstrated ability to work well in collaborative team environment and start-up atmosphere. Enthusiasm for taking on new and challenging tasks. Strong interest in renewable energy, energy storage and their applications. Excellent analytical, quantitative, and interpersonal skills. Ability to multitask in a fast-paced, collaborative working environment. Entrepreneurial mindset and self-starter. Sense of humor and ability to build positive relationships.
Physical Demands & Working Conditions:
Sitting/Standing/Flexibility:
Ability to stand and sit for 8 or more hours when in an office environment.
Speech/Reading:
Ability to speak, read, and write English proficiently and deliver a variety of instructions furnished in written, verbal, diagram, or schedule form.
Vision/Hearing:
Ability to understand a variety of instructions furnished in written, verbal, diagram, or schedule form.
Safety:
Ability to understand and communicate safety precautions when necessary.
Note:
The above job description outlines the general nature and level of work performed by individuals assigned to this position. It does not restrict the tasks that may be assigned based on evolving business needs.
Benefits:
401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Vision insurance
