Information Technology Helpdesk

Open to candidates residing in PA, NJ, and DE. Hybrid-remote schedule: Monday - Friday 8:00am - 4:00pm (3 days onsite, 2 days remote - rotating). Location: 620 East Germantown Pike, Lafayette Hill, PA 19444.

About the role

The Information Technology Helpdesk role is considered Merakey’s front line support and the face of IT. As part of End User Support within IT Operations, this phone-based position is responsible for answering telephone calls and responding to emails from Merakey employees to resolve or escalate all IT-related issues or requests.

Responsibilities

• Create, update, and maintain accurate IT Service Management tickets, including documenting problem definitions, customer contacts, troubleshooting actions, resolutions, and knowledge base information in a timely manner.
• Monitor unresolved issues and Service Request status, providing timely customer updates and appropriate follow-up through resolution.
• Respond to inbound calls, emails, and chats using documented procedures, available tools, and scripts to assess technical needs, resolve issues, or route requests appropriately.
• Provide clear technical guidance and promote online self-service and web-based solutions while maintaining a positive customer experience.
• Troubleshoot hardware, software, connectivity, and application issues using information-gathering techniques, documented procedures, and remote access tools; provide appropriate workarounds when necessary.
• Support Microsoft 365, Outlook, Excel, Word, PowerPoint, Teams, Zoom, domain-based printer deployment, desktop hardware, peripherals, and related performance or connectivity issues.
• Assist customers with security-related issues and password resets in accordance with established procedures and security requirements.
• Escalate unresolved or complex issues to appropriate internal teams with concise problem descriptions, troubleshooting performed, relevant traces, and supporting documentation; communicate recurring issues to management.
• Adhere to established Service Level Agreements and Merakey policies, consistently meeting assigned performance and service goals.
• Ability to commute to Corporate offices for trainings, meetings, or as needed.

Requirements

• Exceptional customer service, communication, and remote support skills.
• Ability to make quick, accurate, and appropriate problem-solving decisions.
• Knowledge of call center telephony and technology.
• Experience supporting Outlook/MS Office and a variety of Wi-Fi-enabled devices.
• Ability to explain technical issues in clear and understandable language.
• Excellent verbal and written communication skills.
• Must be a detail-oriented self-starter who can function autonomously.

Benefits

• Comprehensive medical, dental, and vision coverage, plus access to healthcare advocacy support.
• Retirement plan with both pre-tax and Roth (after-tax) options available for employee contributions.
• DailyPay – access your pay when you need it.
• On the Goga well-being platform, featuring self-care tools and resources.
• Access to Care.com for backup childcare, elder care, and household services.
• Confidential counseling, legal, and financial services through the Employee Assistance Program (EAP).
• Tuition reimbursement and educational partnerships.
• Employee discounts and savings programs on entertainment, travel, and lifestyle.
• Access to Pryor Online Learning for free online personal development classes.

About Merakey

Merakey is a non-profit provider of developmental, behavioral health, and education services. More than 8,000 employees provide support to nearly 40,000 individuals and families throughout 12 states across the country each year.