Service Desk Analyst

OVERVIEW

Merrick & Company is seeking a motivated IT Service Desk Analyst to provide hands-on and remote technology support for employees across up multiple offices in the United States, Canada, and the UK. Based in a Merrick office, this role offers broad exposure to end-user support, hardware, software, collaboration tools, and enterprise IT operations.

The Merrick Service Desk is the primary contact for employee technology issues and service requests companywide. The team delivers responsive support, communicates clearly, and resolves issues promptly and effectively.

The Service Desk Analyst provides first-level incident resolution, manages tickets promptly, and delivers courteous service that supports high customer satisfaction. The role requires strong teamwork and may include additional assigned duties.

The ideal candidate will work independently with minimal supervision, provide immediate on-site support for the regional office, travel to other Merrick offices as needed, and support users remotely across the Merrick network.

WHAT YOU'LL DO

• Provide first-level incident resolution or appropriately escalate incidents.
• Document all Service Desk interactions accurately and maintain complete ticket records through resolution or escalation.
• Categorize all incoming Service Desk tickets.
• Prioritize and complete tasks.
• Provide timely incident resolution.
• Respond to all customer requests with accurate and appropriate information.
• Build out and troubleshoot user workstations and laptops.
• Cell phone/PDA support.
• Troubleshoot and install software.
• Audio/Video support and troubleshooting.
• Distribute loaner equipment.
• Maintain IT inventory and storage.
• Train and educate users on Merrick hardware and software.
• Other responsibilities as needed.

REQUIRED QUALIFICATIONS

• Computer and customer service/relations experience.
• Experience setting up and hosting Video Conferences (Zoom, Teams, WebEx, etc.)
• A firm understanding of networks, computer hardware, and Windows Operating Systems
• Education Level: High School Diploma
• Technical training in an IT-related field is strongly preferred.
• Must be able to lift and carry up to 70 lbs.
• Maintain a clean working environment.
• Participate in the rotating on-call schedule.
• Overtime or weekends as needed.
• Client projects for this position require US Citizenship.

DESIRED QUALIFICATIONS

• Previous work experience in IT

TOTAL REWARDS & EMPLOYEE PROGRAMS

• Employee Ownership – All eligible U.S. employees participate in our Employee Stock Ownership Plan (ESOP), sharing in the company’s success.
• Comprehensive Compensation & Benefits – Merrick & Company offers a competitive compensation and benefits package including health insurance, dental and vision coverage, and paid time off (PTO).
• Robust Referral Program – Earn incentives for referring top talent to join our team.
• Performance Reviews – Annual reviews to recognize contributions and support career growth.
• Professional Development – Access to ongoing training and development opportunities to build your skills and advance your career.
• Employee Recognition – Formal programs to celebrate achievements and outstanding performance.
• Peer Mentor Program – Get support and guidance through structured mentorship opportunities.
• And More – Additional programs and benefits designed to support your success and well-being.

ADDITIONAL INFORMATION

• Apply online only. No e-mail, hard copy or third-party resumes accepted.
• At Merrick, every resume is carefully reviewed by our team of experienced human recruiters - never by AI. We are committed to a fully human-centered hiring process, ensuring each candidate receives thoughtful, personalized attention at every stage.
• Merrick is an Equal Opportunity Employer, including disability/vets.
• Employment with Merrick is contingent upon completion of a pre-employment background check, MVR check, and drug screen.
• Provide first-level incident resolution or appropriately escalate incidents.
• Document all Service Desk interactions accurately and maintain complete ticket records through resolution or escalation.
• Categorize all incoming Service Desk tickets.
• Prioritize and complete tasks.
• Provide timely incident resolution.
• Respond to all customer requests with accurate and appropriate information.
• Build out and troubleshoot user workstations and laptops.
• Cell phone/PDA support.
• Troubleshoot and install software.
• Audio/Video support and troubleshooting.
• Distribute loaner equipment.
• Maintain IT inventory and storage.
• Train and educate users on Merrick hardware and software.
• Other responsibilities as needed.
• Computer and customer service/relations experience.
• Experience setting up and hosting Video Conferences (Zoom, Teams, WebEx, etc.)
• A firm understanding of networks, computer hardware, and Windows Operating Systems
• Education Level: High School Diploma
• Technical training in an IT-related field is strongly preferred.
• Must be able to lift and carry up to 70 lbs.
• Maintain a clean working environment.
• Participate in the rotating on-call schedule.
• Overtime or weekends as needed.
• Client projects for this position require US Citizenship.