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Technology Solutions Analyst

2 months ago

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

About Menlo, Inc.

Menlo, Inc. is dedicated to innovating technology that addresses the challenges faced by educational institutions and communities across the nation. Our mission is to empower organizations to focus on their core objectives by minimizing the time spent on technology-related issues. We believe that when educators can concentrate on their students, they can facilitate significant life changes. From our origins as a startup, we have grown into a well-established entity while maintaining the entrepreneurial spirit that drives us. At Menlo, our goal is to exceed expectations and deliver transformative technology solutions that benefit our clients and future generations.

Position Summary

As a pivotal member of Menlo's team, the Technology Solutions Analyst will leverage their skills to influence the trajectory of our technology offerings. This role involves collaborating with clients to enhance their experiences with Menlo's tailored systems, automating processes, and addressing complex challenges as they arise. Your contributions as a Technology Solutions Analyst 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 prompt issue resolution.
  • Handle incoming calls, chats, and support tickets, ensuring timely and effective ticket management.
  • Take full responsibility for troubleshooting issues from initiation to resolution.
  • Deliver high-quality technical support related to enterprise software and hardware.
  • Conduct investigations, diagnoses, and resolutions for hardware and software challenges.
  • Identify and rectify issues affecting system performance and functionality.
  • Document and monitor problems, maintaining proactive 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 operational processes.
  • Identify service gaps and assist as needed to ensure timely completion of tasks and ticket closures during peak times.
Qualifications
  • Associate's or Bachelor's degree, or equivalent relevant experience.
  • A minimum of 4 years of recent experience in technology support, service desk, or helpdesk roles.
  • Familiarity with networking concepts and protocols, including TCP/IP, DHCP, and DNS.
  • Strong analytical and critical thinking abilities.
  • Excellent verbal and written communication skills for interacting with clients and internal users.
  • 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 policies, including paid volunteer days and company holidays.
  • Comprehensive medical, dental, and vision benefits, including dependent plans and HSA/FSA options.
  • Wellness reimbursement to support employee health and well-being.
  • A strong commitment to community engagement, with exciting company events and outings.