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