Technology Solutions Analyst

2 weeks ago


Kansas City, Missouri, United States Menlo, Inc. Full time
Job Overview

About Menlo, Inc.

Menlo, Inc. is dedicated to developing innovative technologies that address challenges faced by educational institutions and communities across the nation. Our mission is to enable organizations, particularly schools, to minimize the time spent on technology issues, allowing them to focus on their core mission of educating students. By supporting educators in their efforts, we contribute to transformative life experiences for children. As a company that has grown from a startup to a well-established entity, we maintain the entrepreneurial spirit that drives our commitment to excellence.

Position Summary

As a System Analyst at Menlo, you will play a vital role in our forward-thinking team, utilizing your skills to enhance our technology solutions. Your responsibilities will include collaborating with clients to improve their experience with our tailored systems, addressing automation needs, and resolving complex issues as they arise. Your contributions will significantly impact educational outcomes and community development, all while working within a team that values continuous improvement and innovation.

Compensation: $60,000 - $70,000

Key Responsibilities:
  • Engage with clients through remote software to achieve first-call resolution.
  • Handle incoming calls, chats, and support tickets, ensuring timely resolution and effective management of your ticket queue.
  • Take full ownership of issues, guiding them through the troubleshooting process from start to finish.
  • Deliver high-quality technical support to end-users, focusing on enterprise software and hardware.
  • Conduct thorough investigations, diagnoses, and resolutions for hardware and software challenges.
  • Identify and address issues related to system performance and functionality.
  • Maintain and log problems, proactively managing problem tracking databases as part of the resolution process.
  • Oversee and contribute to projects, ensuring alignment with organizational objectives.
  • Create and maintain comprehensive documentation for system configurations and processes.
  • Adapt to service gaps and assist in completing tasks and closing tickets during peak times or when resources are limited.
Qualifications:
  • Associate's or Bachelor's degree, or equivalent relevant experience.
  • A minimum of 4 years of recent experience in technology, service desk, or helpdesk roles.
  • Familiarity with networking concepts and protocols, including TCP/IP, DHCP, and DNS.
  • Strong analytical and critical thinking abilities.
  • Excellent oral and written communication skills, applicable to various support channels.
  • Effective time management skills to meet project deadlines.
  • Understanding of cybersecurity principles and best practices.
  • Preferred: CCNA Certification and/or Network+ Certification.
  • Preferred: Experience with Mac OS, Windows Devices, Google Admin, Cisco Phones, VOIP, O365, and printer management.
Benefits:
  • 401(k) retirement plan with company matching.
  • Generous time off policy, including paid volunteer days and company holidays.
  • Comprehensive medical, dental, and vision healthcare benefits, including dependent plans and HSA/FSA options.
  • Wellness reimbursement to support employee health and well-being.
  • A strong emphasis on community engagement, with exciting company outings and events.


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