Service Desk Analyst

Merrick & Company • Richmond, VA

6d

About The Position

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

The Service Desk is the primary contact for employee technology issues and service requests companywide. The analyst provides first-level incident resolution, manages tickets promptly, communicates clearly, and delivers courteous service to support high customer satisfaction. The role requires teamwork and may include additional assigned duties.

The analyst 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.

Requirements

• Computer and customer service/relations experience.
• Experience setting up and hosting video conferences using tools such as Zoom, Teams, or WebEx.
• A firm understanding of networks, computer hardware, and Windows operating systems.
• High school diploma.
• Ability to lift and carry up to 70 lbs.
• Ability to maintain a clean working environment.
• Ability to participate in a rotating on-call schedule.
• Availability for overtime or weekends as needed.
• U.S. citizenship, as client projects for this position require it.

Nice To Haves

• Technical training in an IT-related field is strongly preferred.
• Previous work experience in IT.

Responsibilities

• Provide first-level incident resolution or appropriately escalate incidents.
• Document Service Desk interactions accurately and maintain complete ticket records through resolution or escalation.
• Categorize incoming Service Desk tickets.
• Prioritize and complete tasks.
• Provide timely incident resolution.
• Respond to customer requests with accurate and appropriate information.
• Build out and troubleshoot user workstations and laptops.
• Provide cell phone and PDA support.
• Troubleshoot and install software.
• Provide audio/video support and troubleshooting.
• Distribute loaner equipment.
• Maintain IT inventory and storage.
• Train and educate users on Merrick hardware and software.
• Provide on-site and remote support and travel to other Merrick offices as needed.
• Participate in the rotating on-call schedule.
• Perform other responsibilities as needed.

Benefits

• Eligible U.S. employees participate in the Employee Stock Ownership Plan (ESOP).
• Competitive compensation and benefits package, including health insurance, dental and vision coverage, and paid time off (PTO).
• Referral incentives.
• Annual performance reviews.
• Ongoing training and professional development opportunities.
• Employee recognition programs.
• Structured peer mentor program.
• Additional programs and benefits designed to support employee success and well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED