Service Desk Analyst

  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, 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.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:  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 Kno...