Service Desk Analyst II
Mercer Advisors Inc., Plano, TX, United States
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 31,300 families in more than 90 cities across the U.S. Ranked the #1 RIA Firm in the nation by Barron’s, we are an independent, national fiduciary legally obligated to always act in the best interest of our clients.*
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 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.
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 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.
Base Pay Range $55,000 - $65,000 USD
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
Equal Opportunity Employer 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.
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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 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.
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 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.
Base Pay Range $55,000 - $65,000 USD
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
Equal Opportunity Employer 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.
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