Service Desk Analyst

Position:
Service Desk Analyst II

Company:
Mercer Advisors

Compensation:
Base Pay Range $29 - $33 USD

Location:
Remote, USA

Employment type:
Not specified

Work Arrangement:
Remote

Short Summary:
The Service Desk Analyst II provides front-line technical support by responding to incidents and requests reported by users, ensuring high levels of customer service.

Responsibilities:
- Analyzing and troubleshooting software, hardware, and connectivity issues
- Escalating tickets to proper support teams as required
- Onboarding new hires including training and setup of computers & monitors
- Assisting with administration and enforcement of security policies
- Assisting with basic infrastructure maintenance
- Maintaining and managing internal inventory and assets
- Keeping Knowledge Base and process documentation up to date
- Available during non-business hours, as needed
- Other duties as assigned

Requirement:
- Bachelor’s degree in technology or equivalent work experience
- 2+ years of progressive Information Technology experience required
- Strong communication skills, both written and verbal
- Strong attention to detail in high-pressure situations
- Knowledge of popular SaaS applications preferred
- Ability to meet deadlines and adjust to changing priorities
- Willingness to work in a fast-paced and hands-on environment
- Experience with Office 365 Suite and Box preferred
- Experience with Windows-based computer systems required
- Ability to troubleshoot common hardware/software issues

Benefits:
Mercer Advisors offers a competitive and robust benefit package including:
- Company Paid Basic Life & AD&D Insurance
- Company Paid Short-Term and Long-Term Disability Insurance
- Three Cigna medical plans offerings
- Health Savings Account (HSA) with company contributions
- Two comprehensive Dental Plans
- Vision Insurance Plan
- 14 Company Paid Holidays including a full week off at Thanksgiving
- Generous paid time off program
- Employee Assistance Plan
- Paid Parental Leave (8 weeks)
- Adoption Assistance Reimbursement Program
- 401(k) Retirement Plan with matching options
- Pet Insurance
- Personalized financial planning and guidance at preferred employee pricing