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Tier 1 Hosting Analyst (approx. 4 days work from home, 1 day/week in office in Columbia, Maryland)

Location: Columbia, MD.
Company Description:

Our Story

Merkle is a leading technology-enabled, data-driven customer experience management (CXM) company. For over 30 years, Fortune 1,000 companies and leading nonprofit organizations have partnered with us to build and maximize the value of their customer portfolios. We work with world-class brands to build and execute customer-centric business strategies. With more than 12,000 smart, dedicated people in more than 50 offices around the world, we are still growing at a rate that outpaces the market, with 2019 net revenue of $1.1 billion.

dentsu is a modern marketing solutions company. Our mission is to help clients navigate, progress, and thrive in a world of change. Businesses rely on our integrated network of agencies and specialized practices to champion meaningful progress through creative, media, commerce, data and technology. dentsu international comprises 66,000 diverse people in 143 countries, who are dedicated to teaming for growth and good. Merkle is an agency of dentsu.

Why Join Us?

Merkle is the leader in data-driven performance marketing.  We help brands achieve tremendous competitive advantage. We thrive because we employ the best in the business.

Merkle’s energy and personality live in everything we say and do, and it shows in the way we deliver to our clients. Work hand in hand with industry thought leaders. Join the team that drives the success of our agency network. Come be a part of our company’s success story.  Click here to learn more about our culture.

Job Description:

Role Purpose

As a part of the team, the Tier 1 Hosting Analyst candidate partners with the Merkle business to make technology an asset for customers and employees and provide effective and timely solutions to technological issues. This individual must demonstrate the ability to thrive in a fast-paced environment, work independently, assess incidents/requests, and apply the correct level of urgency to achieve a mutually accepted solution, all while providing exemplary customer service in support of Merkle’s technology vision. The Tier 1 Hosting Analyst should have previous experience with Helpdesk support and a strong drive to learn new enterprise-class technologies.


$25.50/hour which in yearly terms, is an annual base salary of $53,040, subject to taxes and withholdings. The position is classified as “non-exempt” for purposes of the wage and hour laws. As such, your salary covers a forty (40)-hour of the work week, and you will receive overtime pay for hours worked over forty (40) in a work week.


Benefits include medical, dental, vision, life, accidental death & dismemberment, group voluntary benefits, individual voluntary benefits, short- and long-term disability,  flexible spending accounts and commuter benefits. Additional information will be available on the dentsu BenefitsPlus website dentsubenefitsplus.com. 

 Key Responsibilities

25% of job:

Provide support to the Microsoft Dynamics 365 team to resolve D365 platform issues that intersect with sensitive employee issues (no prior D365 experience required)

75% of job:

  • Monitor and act on high severity incidents meeting strict SLA/OLA requirements
  • Triage server and network related incidents
  • Ensure that all requests are resolved on or before due date assigned
  • Follow incident/request management best practices
  • Provision/decommission servers following documented SOPs
  • Utilize ticketing system(s) to document issues, communicate statuses, and resolution
  • Triage and support Windows and Linux servers across physical servers, VMWare, and various Cloud platforms
  • Troubleshoot and resolve basic server hardware issues
  • Provide application support for enterprise platforms and procedures
  • Escalate issues as defined in documented escalation procedures
  • Perform server maintenance and patching both in-cycle and in response to urgent security vulnerabilities
  • Manage and monitor backup solutions
  • Continuously contribute to documentation in the Knowledge Base
  • Uphold and promote Merkle’s core values and culture
  • Other duties as assigned

Measures of Success:

  • Maintain a high level of internal customer service through a strong sense of urgency towards work
  • Demonstrate the ability to learn and perform troubleshooting for server hardware
  • Demonstrate the ability to work as part of a team and share knowledge with team members
  • Positive recognition as noted on Employee and Customer satisfaction surveys
  • Successfully resolve technical incidents/requests with high quality, escalating where appropriate
  • Flexibility to work non-standard work hours including nights, weekends, and holidays


  • 1-3 years of experience with Information Technology, specifically with Windows and Linux servers, server software, server hardware, general networking, and various cloud products preferred
  • Associates degree or higher in Information Technology, Computer Science, and related fields of study (or equivalent informal experience) preferred
  • 1 year of Helpdesk or customer service experience strongly preferred
  • A+, Security+, Network+, and any Cloud certifications preferred
  • Strong organizational and time management skills
  • Basic understanding of Windows (Windows Server 2008 or higher) and Linux (RHEL/CentOS) OSes
  • Basic understanding of enterprise data center concepts (server storage, networking, server administration)
  • Reliability regarding work schedules and the completion of assigned tasks and duties
  • Flexibility to work non-standard work hours including nights, weekends, and holidays
  • The ability to work independently with limited direct supervision
  • Exemplary etiquette with customers and the ability to effectively communicate with client teams, peers, and management
  • The ability to respond effectively to sensitive inquiries and complaints
  • Able to follow documented standard procedures
  • Demonstrate analytical and problem-solving skills, and the ability to prioritize tasks efficiently
  • Demonstrate the ability to efficiently and accurately learn new skills, techniques, and responsibilities
  • Communicate clearly both orally and in writing
Additional Information:

This role is a full-time, non-exempt role (overtime eligible) and pays $25.50/hour. Please note: this role is not bonus eligible. 

 A range of medical, dental, vision, 401(k) matching, paid time off, and/or other benefits also are available. For more information regarding dentsu benefits, please visit dentsubenefitsplus.com  

At Merkle, we have created a great place to work by sticking to our core belief that a great company is built around great people and great results.

dentsu “eight ways” shape and guide the way we do things here, so that, together, we can achieve the ‘never before’ for our clients, for society and for each other. 

We dream loud.

We inspire change.

We team without limits.

We all lead.

We make it real.

We climb high.

We choose excitement.

We are a force for good. 

We are dentsu. 

Diversity is embedded in who we are and all that we do: our mindset, our solutions, and our teams to empower an inclusive, equitable environment. We put our people at the center, creating space for growth, understanding and learning so they can thrive. Our differences make us richer and enable stronger relationships with each other and foster greater impact for our clients. We engage with our communities to drive positive social impact by fostering equity and working to create a digital society that works for all. Merkle, an agency of Dentsu (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee of the Company, based on age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. A reasonable accommodation is a change in the way things are normally done that will ensure an equal employment opportunity without imposing an undue hardship on the Company. Please contact [email protected] if you need assistance completing any forms or to otherwise participate in the application process or to request or discuss an accommodation in connection with a job at Merkle, a dentsu agency.  

This job description is a summary of the essential functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties of the jobholder might differ from those outlined in the job description. Other duties, as assigned by the supervisor, might be part of the job. Applicants must be currently authorized to work in the U.S. on a full-time basis. No sponsorship is available for this position.



More Information:

Graduate Opportunities: Whether you're still studying, recently graduated or are already working and fancy a career hop, we could have a perfect opportunity for you.
Experienced Hires: Leverage your expertise, challenge the status quo and grow your career at Merkle.

In Our Company