Partner Integration Service Desk Analyst III

Mercer Advisors

1d

About The Position

The Partner Integration Service Desk Analyst III provides front-line technical support for Mergers and Acquisition Integrations by responding to incidents and requests reported by M&A 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 always delivering the highest level of customer service with all users. The ideal candidate is a curious problem solver, with strong people skills, and a focus on teamwork.

Requirements

• Bachelor’s degree in technology or equivalent work experience
• 10+ 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

Responsibilities

• Conduct Onboarding Orientation with new M&A staff.
• Frequent travel to setup IT equipment in new M&A offices.
• Analyzing and troubleshooting software, hardware and connectivity issues and recommending and implementing corrective solutions
• Escalating tickets to proper support teams as required
• 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

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 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 (8 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, life’s challenges and more.
• 401(k) Retirement Plan with both Traditional and Roth plans with per pay period match
• Pet Insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level