Service Desk Analyst

Socket.dev; Denver (CO); On-site; USD 40,000 - 45,000; Full time

Benefits offered by this job

401(k) Retirement Plan

Health insurance

Paid Holidays

Vacation and sick leave

Parental Leave

Job summary

Mercer Advisors is seeking a Service Desk Analyst II to provide front-line technical support, document issues, and troubleshoot within ITSM best practices. The role emphasizes customer service, teamwork, and problem solving in a professional office environment.

Responsibilities include handling software, hardware, and connectivity issues; onboarding new hires; enforcing security policies; maintaining inventory; and updating knowledge bases. Some non-business hour support may be required.

Qualifications

• Bachelor's degree in technology or equivalent work experience.
• 2+ years of progressive Information Technology experience.
• Strong written and verbal communication skills.
• Attention to detail in high-pressure situations.
• Knowledge of popular SaaS applications.
• Ability to meet deadlines and adjust to changing priorities.
• Willingness to work in a fast-paced, hands-on environment.
• Experience with Office 365 Suite and Box.
• Experience with Windows-based computer systems.
• Ability to troubleshoot common hardware/software issues.

Responsibilities

• Analyzing and troubleshooting software, hardware and connectivity issues and implementing corrective solutions.
• Escalating tickets to proper support teams as required.
• Onboarding new hires including training and setup of computers and 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.

Skills

Strong communication

Attention to detail

Meet deadlines

Adapt to changing priorities

Fast-paced environment

SaaS applications knowledge

Office 365 Suite experience

Box experience

Windows-based systems

Education

Bachelor's degree in technology or equivalent work experience

Tools

Office 365 Suite

Box

Windows-based systems

Job description

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
• 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.

Application Deadline

The initial deadline for applications is 9/1/2026. Applications submitted after this date may still be considered on a rolling basis until the position/program is filled. We encourage all interested candidates to apply as early as possible. If a final decision has not been made by the initial deadline, subsequent applications will be reviewed as they are received.

Actual base pay within this range will be based on a variety of factors, including but not limited to the applicant’s geographic location, relevant experience, education, skills and licenses/certifications. This position is also eligible to earn incentive compensation through one of Mercer Advisors’ incentive compensation programs.

Base Pay Range

$29—$33 USD

Benefits:

Mercer Advisors offers a competitive and robust benefit package to our employees. Our benefit programs are focused on meeting all of our employees and their eligible dependents health and welfare needs. We offer the following:

• 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
• Personalized financial planning and guidance from Mercer Advisors professionals, offered at preferred employee pricing

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.

If you need an accommodation during the application or hiring process, please email [e-mail]. This inbox is for accommodation requests only.

For information about applicant rights, required employment notices, E-Verify participation, and state specific disclosures, please review our Applicant Notices and Employment Rights.

If you are a resident of California, learn more about Mercer's California Consumer Privacy Policy here. CCPA Notice at Collection

If you are a resident of Washington State, learn more about your rights under the Washington Fair Chance Act here.