Service Desk Analyst

Job Summary

The Service Desk Analyst II provides front-line technical support by responding to incidents and requests reported by users. Support includes but is not limited to: documenting all relevant information into the system of record; troubleshooting the issue within the parameters of best practice ITSM; reviewing and resolving assigned tickets; communicating and escalating issues using sound judgment and self-initiative and delivering the highest level of customer service at all times with all users. The ideal candidate is a curious problem solver, with strong people skills, and a focus on teamwork.

Essential Job Functions

• Analyzing and troubleshooting software, hardware and connectivity issues and recommending and implementing corrective solutions
• 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

Required Knowledge, Skills and Abilities

• 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

Working Conditions

• Working Hours: Monday through Friday
• Professional office environment. Working inside. Standing and sitting. Will be assigned to a workstation.
• No heavy lifting over 25 lbs.

Pay

Base Pay Range $29 - $33 USD. Actual base pay within this range will be based on a variety of factors, including but not limited to the applicant's geographic location, relevant experience, education, skills and licenses/certifications. This position is also eligible to earn incentive compensation through one of Mercer Advisors' incentive compensation programs.

Benefits

• Company Paid Basic Life & AD&D Insurance
• Company Paid Short-Term and Long-Term Disability Insurance
• Supplemental Life & AD&D; Short-Term Disability; Accident; Critical Illness; and Hospital Indemnity Insurance
• Three Cigna medical plans offerings including two High Deductible Health Plans and a Traditional Co-Pay medical plan
• Kaiser Medical plans available in California
• Health Savings Account (HSA) with company contributions if enrolled in either HDHP medical plan
• Two comprehensive Dental Plans
• Vision Insurance Plan
• Dependent Care Savings Account for child and dependent care
• 14 Company Paid Holidays including a full week off at Thanksgiving
• Generous paid time off program for vacation and sick days
• Employee Assistance Plan
• Family Medical Leave
• Paid Parental Leave (8 weeks)
• Maternity benefits utilizing company paid STD, any supplemental STD, plus Parental Leave (8 weeks) to provide time for recovery, baby bonding, and enjoying your family time
• Adoption Assistance Reimbursement Program
• Company Paid Concierge Services for you and your loved ones for the spectrum of caring needs for your aging parents, young children, life's challenges and more
• 401(k) Retirement Plan with both Traditional and Roth plans with per pay period match as well as an after-tax option
• Pet Insurance
• Personalized financial planning and guidance from Mercer Advisors professionals, offered at preferred employee pricing