System Analyst

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. 

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.

This position will provide technical support of computer software and hardware products and services. Respond to and diagnose problems through discussions with users via telephone, email, or online chat. This includes problem recognition, research, isolation, and resolution steps. The System Analyst is expected to have the capacity to resolve complex problems. Assist users inquiring how to use specific software, electronic mail, or operating systems. Use existing processes and tools to proactively support office staff and equipment. 

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
• Perform other duties as assigned

• Excellent verbal and written communication skills.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to work in a fast-paced, demanding environment.
• Excellent customer service and interpersonal skills, including the ability to deal calmly, positively, and professionally in tense or elevated situations.
• Maintain positive and professional attitude.
• Able to clearly document technical processes.
• Able to manage time effectively and work efficiently, both with and without direct supervision.
• Exceptional analytical and troubleshooting skills.
• Excellent judgment skills to properly evaluate situations and immediately provide effective solutions.
• Great attention to details, organizational skills, and ability to prioritize and manage multiple simultaneous tasks.
• Exceptional interpersonal skills; able to communicate technical information to non-technical users effectively.
• 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
• Ideal: CCNA Certification, and/or Network+ Certification
• Ideal: Mac OS, Windows Devices, Google Admin, Cisco Phones, VOIP, O365, printer management

Physical Requirements:

• Ability to sit at a desk and work on a computer for prolonged periods.
• Occasionally lifting or moving items such as laptops, small servers, or office supplies (typically up to 25 pounds).
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

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