Are you looking for an opportunity to advance your career while working with an extraordinary team? At Merakey, we put heart and soul into everything we do. We are seeking a Information Technology Helpdesk to join our team.
Schedule: Monday - Friday 8:00am - 4:00pm - Hybrid-remote (3 days onsite, 2 days remote - rotating)
Location: 620 East Germantown Pike, Lafayette Hill PA 19444
Open to candidates residing in PA, NJ, and DE
Position Details:
The Information Technology Helpdesk role is considered as Merakey front line support, and the face of IT. As part of End User Support within IT Operations, the Information Technology Helpdesk is a phone-based position, responsible for answering telephone calls and responding to emails from Merakey employees to resolve or escalate all IT related issues or requests.
Duties include:
- Creating, updating, and maintaining accurate IT Service Management tickets, including documenting problem definitions, customer contacts, troubleshooting actions, resolutions, and knowledge base information in a timely manner.
- Monitoring unresolved issues and Service Request status, providing timely customer updates and appropriate follow-up through resolution.
- Responding to inbound calls, emails, and chats using documented procedures, available tools, and scripts to assess technical needs, resolve issues, or route requests appropriately.
- Providing clear technical guidance and promoting online self-service and web-based solutions while maintaining a positive customer experience.
- Troubleshooting hardware, software, connectivity, and application issues using information-gathering techniques, documented procedures, and remote access tools; providing appropriate workarounds when necessary.
- Supporting Microsoft 365, Outlook, Excel, Word, PowerPoint, Teams, Zoom, domain-based printer deployment, desktop hardware, peripherals, and related performance or connectivity issues.
- Assisting customers with security-related issues and password resets in accordance with established procedures and security requirements.
- Escalating unresolved or complex issues to appropriate internal teams with concise problem descriptions, troubleshooting performed, relevant traces, and supporting documentation; communicating recurring issues to management.
- Adhering to established Service Level Agreements and Merakey policies, consistently meeting assigned performance and service goals.
Benefits
Merakey offers generous benefits that promote well-being, financial security, and work-life balance, including:
- Comprehensive medical, dental, and vision coverage, plus access to healthcare advocacy support.
- Retirement plan -- 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 Care.com for backup childcare, elder care, and household services.
- Confidential counseling, legal, and financial services through our 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.
Learn more about our full benefits package - https://www.merakey.org/careers/benefits
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. Click here to watch a video about Merakey. Merakey strictly follows a zero-tolerance policy for abuse.
Merakey is proud to be an Equal Opportunity Employer! We deeply value diversity and do not discriminate on the basis of race, religion, color, national origin, ethnic background, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, genetic information, or disability status. Moreover, we are committed to creating teams that reflect the diversity of the communities we serve and encourage applicants from underrepresented backgrounds to apply. Merakey welcomes all Veterans to apply!
Preferred QualificationsOur ideal candidate will possess the following skills:
- 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 -- function autonomously.
- Ability to commute to Corporate offices for trainings, meetings or as needed
Skills Required
- Experience with IT Service Management (ticketing) systems and accurate ticket documentation
- Ability to troubleshoot desktop hardware, peripherals, software, and connectivity issues
- Experience supporting Microsoft 365 (Outlook, Word, Excel, PowerPoint), Teams, and Zoom
- Experience using remote access tools to diagnose and resolve end-user issues
- Knowledge of domain-based printer deployment and printer support
- Strong customer service, verbal and written communication skills
- Familiarity with call center telephony and phone-based support processes
- Experience supporting Wi-Fi-enabled devices and connectivity troubleshooting
- Ability to follow security procedures for password resets and security-related requests
- Detail-oriented self-starter who can work autonomously and meet SLAs
- Ability to commute to corporate offices for trainings, meetings, or as needed
Merakey Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Merakey and has not been reviewed or approved by Merakey.
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Healthcare Strength — Health coverage is positioned as robust, with multiple medical plan options, telemedicine, care navigation support, and certain specialty medications available at no cost through an affiliated pharmacy.
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Leave & Time Off Breadth — Time-off policies are structured with separate vacation, sick, and personal time allocations plus paid holidays, and vacation increases with tenure.
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Wellbeing & Lifestyle Benefits — Wellbeing and practical supports include an employee assistance program, tuition support, caregiving resources, discounts, and early wage access that can improve day-to-day financial flexibility.
Merakey Insights
What We Do
Merakey is a leading developmental, behavioral health and education non-profit provider offering a breadth of integrated services to individuals and communities across the country. We leverage our size and expertise to develop innovative solutions and new models of care to meet the needs of individuals, their families, public and private healthcare funders and community partner organizations. We recognize that complex needs require a holistic approach. With our experience, expertise and compassion, we empower everyone within our communities to reach their fullest potential.
