Systems Analyst
Meriplex · Rolling Meadows, IL · 2 mo ago
Information TechnologyFull-time
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
- 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