IT Service Desk Analyst

at  Merrick Company

OVERVIEW:

Merrick & Company is seeking a high-energy IT Service Analyst. This position will be in our Greenwood Village, CO office and part of a team supporting employees from all Merrick locations.

REQUIRED QUALIFICATIONS:

• Firm knowledge of computers and troubleshooting skills.
• Experience setting up and hosting Video Conferences (Zoom, Teams, WebEx, etc.)
• A firm understanding of networks, computer hardware, and Windows Desktop Operating Systems.
• Education Level: High School Diploma
• Must be able to lift and carry up to 70 lbs.
• Cleanliness and organizational skills.
• Ability to travel to Denver-Front Range office on a limited basis.
• Willingness to carry after-hours Service Desk pager on a rotating basis.
• Availability to work overtime or weekends as needed.
• This position is required to be in the GWV office every day
• Client projects for this position require U.S. Citizenship.
• Local candidates ONLY
• Relocation assistance is not available.

DESIRED QUALIFICATIONS:

• Work experience in IT-related work is strongly preferred.
• Technical Training in an IT-related field is strongly preferred.

WHAT YOU’LL DO:

The Merrick Service Desk provides a single point of contact for IT client incidents and service requests. The Service Desk Analyst (SDA) provides tier-one incident resolution and is responsible for ensuring Service Desk tickets are addressed in a timely fashion. This position requires a high level of customer satisfaction. The SDA is expected to be courteous and work well in a team environment. They may be asked to perform other duties, beyond service requests, as needed.
This position requires daily physical presence in the GWV home office location.
The ideal person will require minimal supervision and be able to provide on-site regional office support. Weekly and as-needed travel to a regional office, with paid mileage/expenses, may be required. Some duties will involve working remotely across the Merrick network.

PRIMARY RESPONSIBILITIES

• Log and record all Service Desk calls into the ManageEngine ServiceDesk Plus (SDP)
• Categorize and assign all Service Desk tickets in SPD.
• Provide tier-one level Incident resolution or appropriately escalate incidents.
• Provide timely incident resolution.
• Respond to all customer requests with accurate and appropriate information.
• Build out, distribute, and troubleshoot user workstations and laptops.
• Smartphone support.
• Troubleshoot and install software.
• Audio/Video system support and troubleshooting.
• Conference room system support and user meeting assistance.
• Distribute loaner equipment as needed.
• Maintain lifecycle management for computers.
• Train and educate users on Merrick hardware and software.
• Order, receive, inventory, and distribute computer equipment.
• Maintain a clean working environment.