Systems Analyst

Position Summary

The Systems 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, delivering exemplary customer service while following all SOPs to complete customer requests. The Systems Analyst is responsible for an array of end‑user issues ranging from general desktop diagnostics to customer–specific application support and will provide on‑site support to a Meriplex client with locations in Lynchburg, VA and Roanoke, VA.

• 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 of virtual server support to re‑establish functionality.
• Follow all SOPs to resolve all technical issues.
• Navigate Active Directory to enact distribution groups and create, change, and disable users.
• Provide basic ITIL security, printing, and connectivity support.
• Deliver scripted application support.
• Demonstrate TCP/IP troubleshooting abilities.
• Perform basic VPN connectivity troubleshooting and password resets.
• Provide basic end‑user email support.

• 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 verbally and in written technical information to a wide range of end‑users.
• Ability to set expectations regarding delivery of service.
• Ability to strengthen customer relationships through exemplary customer service.
• Ability to work in a team environment 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 appropriate urgency and professionalism.
• Manage workflow using research, documentation, RMM tools, ticket system, and communication.

• 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.

• Meriplex’s TAC operates 24/7 – both workday and after‑hours shifts are available, Monday – Sunday.
• Estimated 0% travel required.

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, involving the human body. Sedentary work involves sitting most of the time.

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.

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.

Seniority Level: Entry level

Employment Type:

Full‑time

Job Function:
Information Technology

Industries: IT Services and IT Consulting