Junior Helpdesk / Support Analyst - IT Service Desk

Junior Support Analyst

Since 1979, Meridian has guided customers in transforming the technology tools and resources they already have into undeniable business value. We do more than help our customers simply buy technology; Meridian helps maximize the value of technology investments with our technology adoption experts and their 3000+ certifications, flexible consumption and deployment models, contract and service management, global service and support, and custom finance options.

The Junior Support Analyst is a hands-on technical resource who provides L1 support for our enterprise customers.

The Junior Support Analyst will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. They will also be responsible for responding to, documenting, and resolving support tickets in a timely manner according to SLA. The IT Jr. Support Analyst must have excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members.

Primary function will be to answer support tickets and assist with whatever technical issues the client may be facing and connect via remote logon to resolve technical issues.

The candidate will need to have in-depth knowledge of hardware and software systems, high-level interpersonal skills, and the ability to solve complex IT issues. Support Analyst can easily identify and solve technical issues on-site and via remote access with strong communication and strong willingness to learn new technologies.

Responding to technical support tickets.

Connecting to the customer's computer system via remote access.

Identifying the nature of the hardware, software, or networking issue.

Installing new hardware systems, software upgrades or networking cables.

Fixing any software or hardware issues.

Providing minor technical or operational training.

Completing IT support logs

Provide exceptional customer service via phone and email as appropriate.

Perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention

Resolve helpdesk issues in a timely manner based on incident priority and SLA requirements.

Update documentation as required to support future issue resolution.

Create detailed records leveraging the Meridian Support Portal.

Contribute in meeting various SLA's and KPI's to ensure assigned tasks are completed on time and the delivery timelines meet the quality targets of the organization.

Ready to work in US Shift and over weekend support model.

Escalate the incidents to L2/L3 if not resolvable by L1

Send concise information to the Technical Manager during service interruptions.

Graduation in Computer Science or any other related field.

Microsoft Office 2007 to 2013

Linux, Windows 7, Windows 8, Windows 10, XP and Vista

Windows Server 2003 and 2008 and 2012

Excellent organizational skills ability to prioritize, manage, multi-task, and execute projects cross-functionally.

Should be able to work in Rotational shifts

Meridian Group International, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.