Systems Analyst

Position Summary The Systems Analyst is a foundational member of Meriplex's Technical Assistance Center and reports to a TAC Manager. In this role, you'll resolve Level 1 end-user issues, follow established SOPs, and deliver a consistently positive support experience. You'll 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 You'll 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 We're 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