About this role
At Meriplex, our Systems Analysts are often the first voice our clients hear when they need help - and that makes this role critical to our success. We're looking for someone who enjoys solving problems, helping people and building strong customer relationships while sharpening their technical skills in a fast-paced IT services environment. This role is ideal for a Tier 1–1.5 technician who has a solid technical foundation, strong communication skills, and a passion for customer service. You'll support a dedicated Meriplex client onsite in Charlotte while working closely with our Technical Assistance Center (TAC).
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