Service Desk Analyst II
Job Description
Key Skills Required
Master these to land this role
Want to know if you're a match for this job?
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
- 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.
How would you rate this job post?
See what other professionals think about this role.
Similar Opportunities
More Openings at Mercer Advisors
Explore Top Companies in this Space
Rubrik
Cloud Data Management
Learnlight
EdTech / Corporate Training / B2B SaaS
Assort Health
HealthTech / Artificial Intelligence / Healthcare / SaaS
Censys
Cybersecurity / Attack Surface Management / Threat Intelligence / SaaS
Mercer Advisors
View Company ProfileMercer Advisors (operating under merceradvisors.com) is the premier, enterprise-grade wealth management pioneer, full-service Registered Investment Advisor (RIA) innovator, and comprehensive financial planning powerhouse engineered to operate as the definitive, high-velocity capital preservation, fiduciary asset management, and multi-generation estate legacy layer for high-net-worth individuals, families, and corporate institutions nationwide. The company completely eliminates the severe systemic friction of modern wealth optimization—where clients lose generational momentum to disjointed independent brokers, conflicting commission-driven financial incentives, fragmented tax strategies, and disconnected legal counsel structures—by deploying a unified, fee-only fiduciary wealth matrix. Moving far beyond traditional, passive asset allocation models or basic portfolio rebalancing, Mercer Advisors natively unifies deep-dive family office services, comprehensive tax return preparation, custom estate planning legal blueprints, corporate retirement plan (401k) consulting, and institutional-grade alternative asset management into a single high-availability wealth management core. Managing over $60 billion in Assets Under Management (AUM) and operating across dozens of regional offices throughout the United States, the institution empowers investors to preserve purchasing power, minimize tax drag, and scale complex multi-entity trusts with production-hardened precision. Backed by elite institutional private equity sponsors including Oak Hill Capital and Genstar Capital, the firm features deep infrastructure connectivity into major custodian clearing networks like Charles Schwab and Fidelity. Under the hood, its sophisticated technical core deploys secure unified client telemetry portals, advanced multi-scenario Monte Carlo financial simulation models, and programmatic portfolio optimization systems built to satisfy rigorous SEC regulatory reporting parameters. What sets Mercer Advisors apart is its uncompromising dedication to replacing fragmented single-point financial products with absolute fiduciary transparency and wealth velocity; by bridging the gap between performance-intensive big data capital markets analytics and personalized family-first lifestyle goals, the enterprise remains the definitive, category-defining cornerstone of modern algorithmic wealth architecture and nationwide RIA scale.
Safety First
- Never pay for a job application.
- Do not share sensitive bank info.
- Verify the client before starting work.