IT Systems Analyst
This is a local travel position and serves all OrthoSouth locations
IT System 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. The 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.
Major Responsibilites
Deliver general workstation support
Provide 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 virtual server support to reestablish functionality
Driven to follow all SOP to resolve all technical issues
Navigate Active Directory to enact distribution groups and create, change, and disable users
Perform basic ITIL security to provide basic printing and connectivity support
Deliver scripted application support
TCP/IP troubleshooting abilities
Able to perform basic VPN connectivity issues and password resets
Basic end-user email support
Knowledge, Skills & Abilities
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 verbal and written technical information to a wide range of end-users
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
Preferred Education, Experience & Certifications
Prior 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
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
Local travel between clinic locations will require a personal vehicle
