Service Desk Analyst II

Why Work at Mercer Advisors

For 40 years Mercer Advisors has worked with families to help them amplify and simplify their financial lives. How By integrating financial planning investment management tax estate insurance and more all managed by a single team. Today we proudly serve over 31300 families in more than 90 cities across the U.S. Ranked the #1 RIA Firm in the nation by Barrons we are an independent national fiduciary legally obligated to always act in the best interest of our clients.*

Mercer Advisors offers a distinct work environment that stands out in the financial industry. Our overall employee base and client-facing team are composed of 50% women reflecting our commitment to diversity. We attract top talent from across the country with no formal headquarters and flexible working arrangements allowing us to assemble the best team possible.

Join us and be a part of a team dedicated to making a meaningful impact on the financial lives of families across the country.

* Mercer Advisors was ranked #1 for RIA firms with up to $70 billion in assets. The Barrons 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 Barrons to use the ranking in marketing. Please see important information about the ranking criteria methodologyhere.

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 for the Service Desk Analyst will include:

• 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:

• Bachelors 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 Hours: Monday through Friday

Working Conditions:Professional office environment. Working inside. Standing and sitting. Will be assigned to a workstation. No heavy lifting over 25 lbs.

Benefits:

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 medical plans offerings including two High Deductible Health Plans and a Traditional Co-Pay medical plan.
• Health Savings Account (HSA) with company contributions on a per pay period basis 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 with 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 (6 weeks)
• Maternity benefits utilizing company paid STD any supplemental STD plus Parental Leave (6 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 lifes challenges and more.
• 401(k) Retirement Plan with both Traditional and Roth plans with per pay period match
• Pet Insurance

We are not accepting unsolicited resumes from agencies and/or search firms for this job posting.

Mercer Advisors provides equal employment opportunity to all applicants and employees without regard to age color disability gender marital status national origin race religion sexual orientation gender identity and expression physical or mental disability genetic predisposition or carrier status or any other characteristic protected by law in accordance with all applicable federal state and local laws. Mercer Advisors provides equal employment opportunity in all aspects of employment and employee relations including recruitment hiring training and development promotion transfer demotion termination layoff compensation benefits and all other terms conditions and privileges of employment in accordance with applicable federal state and local laws.

Applicants have rights under federal employment laws:

• Family and Medical Leave Act (FMLA)
• Employee Polygraph Protection Act (EPPA)
• Equal Employment Opportunity (EEO)

U.S. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. Mercer Advisors participate in E-Verify to confirm work authorization.

• E-Verify
• Right to Work

If you are a resident of California learn more about Mercers California Consumer Privacy Policyhere.

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