The Senior Systems Analyst acts as the foundation for Meriplex's Technical Assistance Center (TAC) and reports to a TAC Manager. In addition to working within the TAC's ticketing system to resolve Level 1 end user issues, this role also acts as the escalation point for L1. The Senior 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. This role will be servicing multiple client field locations throughout the Connecticut region and will be based in Stratford, Connecticut.

Key Responsibilities:

Act as the point of escalation for L1 Systems Analyst. Deliver advanced workstation support. Provide advanced customer specific application support. Troubleshoot advanced network connectivity and devices/user connectivity. Administer incident response system reboots. Perform basic OS support. Utilize basic Azure support skills. Provide second level triage virtual server support to reestablish functionality. Driven to follow all SOP to resolve all technical issues. Administer advanced Active Directory support. Perform advanced ITIL security to provide basic printing and connectivity support. Deliver scripted application support. TCP/IP troubleshooting abilities Able to perform advanced VPN connectivity issues and password resets. Advanced end-user email support. Utilize basic scripting knowledge. Perform root cause analysis. Provide more standardized triage SOPs for System Analysts.

• Knowledge, Skills, and Abilities:

• Advanced knowledge of Microsoft 365 applications.

Advanced knowledge of command line. Understanding of advanced technical triage methodologies. Intermediate TCP/IP understanding. Ability to communicate both verbal and written technical information to a wide range of end-users and customer internal IT departments. 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. Directly and indirectly support customers, vendors, and staff by providing top tier customer service.

• Preferred Education, Experience, and Certifications:

• Prior MSP support desk experience, highly encouraged. A+ certification. Network+ certification. Server+ certification. Microsoft 365 certification. Azure support. VMware knowledge. Superior reading, writing, and communication skills. Intermediate knowledge of network concepts, devices, and best practices.

• Work Schedule:

• TAC operates 24/7 - workday and after-hours shifts available, Monday-Sunday including on-call rotations.

Local travel required, estimated up to 30%.

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 on 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. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.