System Analyst
3 weeks ago
Description
Who is Menlo?
Menlo’s purpose is to create better technologies to solve problems for clients in school districts and communities nationwide. We know when organizations like schools spend less time on making technology work, they can spend more time doing the things they do best, like educating children. And when educators can focus on the children, we help them achieve their goal of life transformation. From our roots as a startup, we've evolved into a firmly established corporation while retaining the hunger and drive of our entrepreneurial beginnings. At Menlo, our mission is to go beyond "good enough" and provide groundbreaking technology solutions that shape a better future for both our clients and the generations to come.
About the job
Become an integral part of Menlo's dynamic team as a System Analyst, contributing your expertise to shape the future of technology solutions. In this role, you'll engage with clients to optimize client experience with Menlo's customized systems, automation, and complex problems as they arise. As a System Analyst at Menlo, your impactful contributions will directly enhance education and communities, and you'll be part of a collaborative team dedicated to continuous learning and innovation. If you're ready to make a meaningful contribution in a rapidly expanding company that values your skills and determination, Menlo is the place for you.
Requirements
You Will:
Connect with clients utilizing remote software to get first-call resolution
Receive calls, chats and support tickets from customers resolving tickets in a timely manner and independently managing your ticket queue.
Take ownership of issues and troubleshooting from beginning to end
Provide high-quality end-user technical support, related to enterprise software and hardware
Provide investigation, diagnosis, resolution, and recovery for hardware/software problems
Identify and solve issues related to system performance and functionality
Log and track problems, proactively maintain problem tracking databases as part of the problem resolution process
Manage and contribute to projects, ensuring they align with organizational goals
Create and maintain detailed documentation for system configurations and processes
Recognize service gaps and fill in as a utility player as necessary to complete work and close tickets when service requests spike or service desk resource availability is low
You Have:
Associate’s/Bachelor’s degree or relevant work experience in place of degree
2+ years of recent experience in technology, service desk, or helpdesk
An understanding of networking concepts and protocols: TCP/IP, DHCP, DNS
Strong analytical and critical thinking skills
Strong oral and written communication skills, with both incoming calls, chat, and our ticketing system for our internal user base
Time management skills to meet project deadlines
Understanding of cybersecurity principles and best practices
Ideal: CCNA Certification, and/or Network+ Certification
Ideal: Mac OS, Windows Devices, Google Admin, Cisco Phones, VOIP, O365, printer management
What We Offer:
401(k) retirement plan with company matching
Supportive time off including paid volunteer days and company holidays
Medical/Dental/Vision healthcare benefits including dependent plans & HSA/FSA offerings
Wellness reimbursement to nurture employees' minds and bodies
We pride ourselves on Community and host exciting company outings and events
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