System Analyst

Who is Menlo?

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.

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

Requirements

You Have:

• 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

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

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 the essential functions.

This job description is intended to provide a general overview of the position and is not an exhaustive list of responsibilities. Duties and responsibilities may change based on organizational needs.

We are an Equal Opportunity Employer and do not discriminate based on race, color, religion, gender, sexual orientation, national origin, disability, veteran status, or any other protected characteristic as defined by applicable law.

Salary Description

$60,000 - $70,000