Service Desk Technician

Overview
Merrick & Company is seeking a high energy IT Service Desk Technician. This position will be in our Chamblee, GA office and will be supporting this office and up to twenty (30) locations in the US and Canada.
Job Description
The Merrick Service Desk provides a single point of contact for IT client incidents and service requests.
The Service Desk Technician (SDT) provides first level incident resolution and is responsible for ensuring Service Desk tickets are addressed in a timely fashion. This position requires that a high level of customer satisfaction is maintained. The SDT is expected to be courteous and work well in a team environment. They may be asked to perform other duties as assigned.
This position demands physical presence in the Chamblee, GA office location.
Ideal person will require minimal supervision and be able to provide immediate on-site regional office support. In addition, travel to other Merrick offices may be required as needed. Some duties will involve working remotely across the Merrick network.
Primary Responsibilities

• Log and record all Service Desk calls.
• Categorize all Service Desk tickets.
• Provide first level incident resolution or appropriately escalate incidents.
• 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 education users on Merrick hardware and software.
• Other responsibilities as needed.

Education and Experience

• Previous work experience in IT is strongly preferred.
• Computer and customer service/relations experience.
• Experience with 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.

Requirements

• Must be able to lift and carry up to 70 lbs.
• Maintain a clean working environment.
• After hours Service Desk pager rotation.
• Overtime or weekends as needed.
• Able to work in restricted areas that require US Citizenship.

Physical Requirements

• The job requires the ability to sit for extended periods at a computer workstation.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Occasional travel to client facilities and project sites require ability to climb ladders, inspect and be physically mobile in and around client construction sites.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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, employee stock ownership plan (ESOP) opportunity, 401(k) options, and paid time off (PTO). This position is also eligible for annual performance and spot bonuses.
• We recognize the importance of developing top talent from within, our employees have access to a wide range of internal and external training as well as coaching and peer mentoring programs.
• Merrick & Company is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age 40 and over, color, disability, gender expression, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation, or any other applicable status protected by state or local law.
• We maintain a drug-free workplace and perform pre-employment substance abuse testing.