Service Desk Analyst II - Front‑Line IT Support & ITSM

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

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.