Associate, Service Desk

Mariner Wealth Advisors • Overland Park, KS

9d • Hybrid

About The Position

To streamline ease of use across all of our offices, we have continued to implement new technology solutions that increase our output in terms of data, communication, and collaboration. However, with each system that is added, more questions and issues are sent to and addressed by the Service Desk team. As the internal headcount continues to grow, so does the need for a streamlined first line of support group that can solve problems efficiently, while keeping a business-first mindset.

Requirements

• 2 or 4 year technical degree OR equivalent certifications/experience
• 1-2 years experience with tier 1 technical support preferred
• Familiarity with a variety of business facing software (Box, Office 365, Zoom, etc.)
• Availability to work after hours on a rotational basis
• Ability to travel a few times a year as needed
• Excellent customer service skills, written and verbal communication skills, and attention to detail
• Comfortable providing support for both Mac and PC users

Responsibilities

• Provide High-Quality Customer Support We are reachable in a variety of ways to meet users where they are most comfortable. We answer phones, chats, service requests, traditional tickets, and walk-ins. Service Desk associates must manage requests in a strategic manner and maintain open communication in all avenues. Mariner’s motto starts with “clients first.” As an internal Service Desk, the other Mariner associates are our “clients”. We serve them so they can best serve their clients. Providing efficient, friendly, professional, comprehensive, and proactive support that prevents resurfacing and future technical issues. Establish trust and confidence in the IT department throughout the company- Service Desk is the face of IT and our reputation is formed with every user interaction.
• IT Problem Solving The Service Desk team is our first line of defense and answer for all technical problems that occur at Mariner. Knowledge of software, hardware, and how they communicate/integrate is essential. Must be able to leverage resources available to find solutions to quickly and permanently solve issues that arise. Possess a high level of experience with general technical troubleshooting to be effective and serve as a resource to others on the team as needed. When possible, identifying the root cause of an issue is our goal, to improve the user experience and prevent future resources being spent on preventable issues.
• Written Skills Create and edit user-facing and internal knowledge articles that are clear and accurate. Communicate via email, ticket system, and chat with users and other departments to resolve issues provide directions. Document technical issues and the steps taken to resolve, or summarize troubleshooting steps and escalate to the appropriate team when needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees