Service Desk Analyst

United StatesRemotemid

Customer SupportService Desk Analyst

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Quick Summary

Overview

Why Work at Mercer Advisors? For more than 40 years, Mercer Advisors has been helping families amplify and simplify their financial lives by integrating financial planning, investment management,

Technical Tools

Customer SupportService Desk Analyst

What We Offer

~3 min read

For more than 40 years, Mercer Advisors has been helping families amplify and simplify their financial lives by integrating financial planning, investment management, business management, tax, estate, insurance, and more, all managed by a single team. We deliver the kind of comprehensive care once reserved for only the wealthiest households.

Today, we serve over 42,800+ families across 110+ cities across the U.S. Ranked the #1 RIA Firm in the nation by Barron’s for two consecutive years, Mercer Advisors is an independent fiduciary legally bound to act in our clients’ best interests — always.*

Mercer Advisors offers a workplace that stands apart in the financial industry. More than half of our employees and client-facing professionals are women, reflecting the clients we serve. With a flexible, national footprint, we build our teams around exceptional talent — wherever they are.

Join us and help families amplify and simplify their financial lives with confidence.

* Mercer Advisors was ranked #1 for RIA firms with up to $70 billion in assets. The Barron’s top RIA ranking is based on a combination of metrics – including size, growth, service quality, technology, succession planning and others. No fee was paid for participation in the ranking, however, Mercer Advisors has paid a fee to Barron’s to use the ranking in marketing. Please see important information about the ranking criteria methodology here.

Mercer Advisors offers a competitive and robust benefit package to our employees. Our benefit programs are focused on meeting all of our employees and their eligible dependents health and welfare needs. We offer the following:

✓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

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.

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

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

Mercer Advisors is an equal opportunity employer and does not discriminate on the basis of any characteristic protected by applicable federal, state, or local law. Mercer Advisors participates in E-Verify and complies with federal employment eligibility verification requirements.

If you need an accommodation during the application or hiring process, please email PeopleTeam@merceradvisors.com. This inbox is for accommodation requests only.

For information about applicant rights, required employment notices, E-Verify participation, and state specific disclosures, please review our Applicant Notices and Employment Rights.

If you are a resident of California, learn more about Mercer's California Consumer Privacy Policy here.
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