System Analyst
4 weeks ago
About the Role
Become a key contributor to Menlo's innovative team as a System Analyst, utilizing your technical expertise to shape the future of technology solutions.
In this role, you will engage with clients to optimize their 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 will be part of a collaborative team dedicated to continuous learning and innovation.
Key Responsibilities
- Connect with clients utilizing remote software to achieve 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
- Investigate, diagnose, resolve, and recover from 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
Requirements
- Associate's/Bachelor's degree or relevant work experience in place of degree
- 4+ 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
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
Salary Range
$60,000 - $70,000
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