Information Technology Helpdesk

Merakey • Lafayette Hill, PA

3d • Hybrid

About The Position

Merakey is seeking an Information Technology Helpdesk professional to join End User Support within IT Operations. This phone-based role provides front-line support to Merakey employees and serves as a primary point of contact for IT. The position responds to calls, emails, and chats to resolve IT issues and requests or route and escalate them appropriately.

The schedule is Monday through Friday, 8:00 a.m. to 4:00 p.m. The role is hybrid, with three days onsite and two days remote on a rotating basis. The work location is 620 East Germantown Pike, Lafayette Hill, Pennsylvania 19444. Applicants must reside in Pennsylvania and be able to commute to corporate offices for training, meetings, or as needed.

Requirements

• High school diploma or GED.
• 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/Microsoft 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.
• Detail-oriented self-starter able to function autonomously.
• Ability to commute to corporate offices for training, meetings, or as needed.
• Must reside in Pennsylvania.

Responsibilities

• Create, update, and maintain accurate IT Service Management tickets, documenting problem definitions, customer contacts, troubleshooting actions, resolutions, and knowledge base information in a timely manner.
• Monitor unresolved issues and service request status, provide timely customer updates, and 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.
• 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 workarounds when necessary.
• Support Microsoft 365 applications, 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.
• Follow established Service Level Agreements and Merakey policies and meet assigned performance and service goals.

Benefits

• Comprehensive medical, dental, and vision coverage, plus access to healthcare advocacy support.
• Retirement plan with pre-tax and Roth (after-tax) employee contribution options.
• DailyPay access to pay.
• 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.
• Tuition reimbursement and educational partnerships.
• Employee discounts and savings programs on entertainment, travel, and lifestyle.
• Free online personal development classes through Pryor Online Learning.

What This Job Offers

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