Systems Support Analyst

Description

The Systems Support Analyst will independently provide tier 1 and tier 2 support to internal end-users and assist the Manager with tier 3 and project work. Strong communication and excellent customer service are equally important to technical skill and experience. The ideal person will deliver timely solutions the first time while leaving excellent impressions with users.

Expected Outcomes

Serve as a trusted technology partner to associates by delivering exceptional support that keeps business operations running efficiently and effectively. While Information Technology is a shared services organization and does not directly generate revenue, this role is integral to the success of the company by ensuring associates have the technology, tools, and support necessary to perform their jobs. The Systems Support Analyst is expected to promptly respond to and resolve technology issues, coordinate escalations, support office relocations, manage computer deployments, facilitate employee onboarding and separation activities, and maintain reliable conference room technology. Success in this role is measured by minimizing business disruption, maximizing associate productivity, and delivering a consistently positive customer experience.

The Systems Support Analyst will be able to do the following confidently and independently...

• Independently maintain the help desk ticketing system, working tickets and maintaining timely, informative customer communication.
• Provide continued project updates to department managers.
• Assist the Systems Support Manager with project work as needed and available.
• Create/Update technical documentation and how-to's for end users.
• Perform other duties as assigned.

Requirements

What we are looking for...

• Requires at least 3-5 years of progressive IT support experience in a corporate environment, including help desk, systems support, or Microsoft 365 administration.
• Must have strong troubleshooting and problem-solving skills with the ability to independently resolve complex end-user, endpoint, Microsoft 365, and access-related issues.
• Must have experience supporting Windows 11 Pro/Enterprise, Microsoft 365, Exchange Online, Microsoft Entra ID, Intune, OneDrive, SharePoint, Teams, and related cloud services.
• Experience with email migrations preferred, including Exchange Online mailbox migrations, Outlook profile troubleshooting, shared mailboxes, distribution groups, mail flow, and permissions.
• Hands-on experience with Microsoft Intune / Endpoint Manager preferred, including device enrollment, compliance policies, configuration profiles, application deployment, endpoint security settings, mobile device management, and Windows Autopilot.
• Familiarity/Experience with Windows Server environments, Active Directory, Group Policy Administration, security groups, NTFS permissions, printer management, and basic server administration preferred.
• Experience using PowerShell, scripting, or automation tools to support Microsoft 365 administration, user and group management, application deployment, reporting, and operational efficiency preferred.
• Must have a solid understanding of security and cybersecurity fundamentals, including MFA, Conditional Access, endpoint security, patching, phishing awareness, and secure access practices.
• Basic-to-intermediate network troubleshooting experience preferred, including VPN, Wi-Fi, DNS, DHCP, TCP/IP, and remote connectivity.
• Must demonstrate experience with end-user training and the ability to explain technical concepts in a clear, professional, and user-friendly manner.
• Must be able to create and maintain clear technical documentation, including SOPs, knowledge base articles, how-to guides, troubleshooting steps, and support runbooks.
• Must have the ability to participate in and lead assigned IT projects through completion, including migrations, hardware refreshes, software deployments, endpoint management initiatives, and process improvements.
• Must be able to work both independently and collaboratively in a team environment with minimal day-to-day direction once trained.
• Bachelor’s degree from an accredited institution required; equivalent technical experience may be considered where appropriate.
• Preferred IT certifications include CompTIA A+/Network+/Security+, Microsoft 365 Certified: Endpoint Administrator Associate, Microsoft 365 Administrator, Azure/Entra ID certifications, and/or Cisco certifications.

Our Benefits

At Merchants, we believe in investing in our people. Our comprehensive benefits package includes medical, dental and vision coverage, 401(k) and Employee Stock Ownership Plan (ESOP) participation, generous paid time off, wellness resources, and a standout Tuition Assistance Program that covers 100% of eligible tuition expenses, as well as required books and materials. Whether you're advancing your education, growing your career, or planning for the future, we're committed to supporting your success every step of the way.

About Merchants

Ranked among the top-performing U.S. public banks by S&P Global Market Intelligence, Merchants Bancorp is a diversified financial holding company headquartered in Carmel, Indiana. Through its banking, mortgage, investment, and lending platforms, the Company operates nationwide across multifamily housing and healthcare finance, mortgage warehouse lending, tax-advantaged investment programs, residential mortgage banking, agricultural lending, and traditional community banking. With approximately $21.2 billion in assets and $14.3 billion in deposits as of June 30, 2026, Merchants conducts its business through a family of specialized subsidiaries, including Merchants Bank of Indiana, Merchants Capital Corp., Merchants Capital Investments, LLC, Merchants Capital Servicing, LLC, Merchants Investment Partners, LLC, and Merchants Mortgage, a division of Merchants Bank. Merchants offers the entrepreneurial spirit of a growth-oriented organization paired with the stability, sophistication, and national reach of a diversified financial institution.

Merchants Bank and Merchants Capital have recently been honored with the 2025 USA Today Top Workplaces recognition, ranking 22nd nationally within the 500-999 employee category. This is the second year that Merchants has been recognized with this award. These accolades build on our strong history of workplace recognition, including being named a Best Place to Work in Indiana for seven consecutive years (2016–2022). For more information read the entire article here.