Service Desk Analyst II (Encino, CA)
Mercer Advisors, Los Angeles, CA, United States
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.
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 and Conditions Monday through Friday.
Professional office environment. Working inside. Standing and sitting. Will be assigned to a workstation. No heavy lifting over 25 lbs.
Compensation Base Pay Range: $60,350 – $71,000 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 plan offerings including two High Deductible Health Plans and a Traditional Co‑Pay plan.
Kaiser Medical plans available in California.
Health Savings Account (HSA) with company contributions if enrolled in either HDHP 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).
Adoption Assistance Reimbursement Program.
Company‑Paid Concierge Services for a spectrum of caring needs.
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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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.
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 and Conditions Monday through Friday.
Professional office environment. Working inside. Standing and sitting. Will be assigned to a workstation. No heavy lifting over 25 lbs.
Compensation Base Pay Range: $60,350 – $71,000 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 plan offerings including two High Deductible Health Plans and a Traditional Co‑Pay plan.
Kaiser Medical plans available in California.
Health Savings Account (HSA) with company contributions if enrolled in either HDHP 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).
Adoption Assistance Reimbursement Program.
Company‑Paid Concierge Services for a spectrum of caring needs.
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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