IT Service Desk Analyst

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.
Typical pay range for this position is $26.00 – $33.00 per hour. Base pay
offered may vary depending on job-related knowledge, skills, and experience.
WHAT YOULL 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.
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.
PERKS

Employee Owned – all eligible U.S. employees have an Employee Stock Ownership
Account.
Robust Employee Referral Program.
Annual performance and compensation reviews.
Professional Training and Development.
Employee Recognition Awards.
Peer Mentor Program
And Much More!
ADDITIONAL INFORMATION

Apply online only. No e-mail, hard copy or third-party resumes accepted.
Merrick & Company offers a competitive compensation and benefits package
which includes health insurance, dental and vision coverage, 401(k),
and paid time off (PTO).
Merrick is an Equal Opportunity Employer, including disability/vets.
Employment with Merrick is contingent upon successful completion of a
pre-employment background check and drug screen.
Reasonable accommodations may be made to enable individuals with disabilities
to perform the essential job functions.

Merrick & Company is an equal opportunity employer and all qualified
applicants will receive consideration for employment without regard to race,
co or, religion, sex, national origin, disability status, protected
veteran status, sexual orientation, gender identity, or any other
characteristic protected by law.

We maintain a drug-free workplace and perform pre-employment substance abuse
testing.