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.
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*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.
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*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:*
This role will work a scheduled shift of 9AM-6PM MST.
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.
Benefits & Compensation:
Meriplex employees receive a full benefits package including medical, dental, vision, disability, group term life insurance, 401k, plus PTO, holiday pay, as well as referral bonuses.
Current Pay Range: $26.25/hr -$33.65/hr
Job Type: Full-time