Associate, Service Desk

Overland Park, KS, United States (On-site)

Mariner is a privately held national financial services firm equipped with the experience to meet your modern wealth needs. Our advisors have access to in-house expertise covering everything from tax, estate, trust, and insurance to investment banking and valuation, so they can maximize time spent creating unified wealth plans with clients. By opening more windows of wealth, we can create opportunities to positively impact the lives of many.

With this purpose, we intend to raise the bar for the entire industry. Founded in 2006 with $300 million in assets under advisement, Mariner and its affiliates now advise on over $560 billion in assets as of 1/3/25. Figures include assets from Cardinal Investment Advisors, currently undergoing acquisition by Mariner Institutional and slated to operationally close by 3/31/2025. Learn more at  .

Mariner is committed to, and maintains, a drug‑free workplace. For further information,  .

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.

Responsibilities:

• Provide high‑quality customer support
• Reach users in a variety of ways – phones, chats, service requests, tickets, and walk‑ins. Service Desk associates must manage requests strategically and maintain open communication across all channels.
• 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.
• Provide 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 – the 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 wledge of software, hardware, and how they communicate/integrate is essential.
• Leverage available resources to find solutions quickly and permanently to solve arising issues.
• 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, identify the root cause of an issue to improve the user experience and prevent future resources being spent on preventable issues.
• 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 and provide directions.
• Document technical issues and the steps taken to resolve, or summarize troubleshooting steps and elevate to the appropriate team when needed.

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

Work Location:

Service Desk needs some presence in the office to best serve users that walk in or host meetings. We also frequently install and maintain hardware and train in person with other members of the IT teams. The following is the typical progression to hybrid work for new Service Desk technicians, but is subject to change depending on team size, seniority of team members, and user needs at the offices.

In‑office full time during a 6‑week training period.

Transition to hybrid work: approximately three days per week in office, subject to departmental needs.

EOE/M‑F/D/V

Our culture of belonging is our most valuable asset and what makes growth and innovation possible. Your unique abilities are a vital part of what makes us Mariner and we are committed to accelerating your access to excellence.