Information Technology Helpdesk

Merakey • Whitemarsh Township, PA

3d • Hybrid

About The Position

The Information Technology Helpdesk is Merakey’s front-line IT support and the face of IT. As part of End User Support within IT Operations, this phone-based role responds to calls, emails, and chats from Merakey employees to resolve or escalate IT issues and requests. The position is hybrid-remote, with three onsite days and two remote days on a rotating basis, Monday through Friday from 8:00 a.m. to 4:00 p.m. The role is based at 620 East Germantown Pike, Lafayette Hill, Pennsylvania, and is open to candidates residing in Pennsylvania.

The Helpdesk documents and manages service tickets, monitors unresolved issues and requests, troubleshoots hardware, software, connectivity, and application problems, and provides technical guidance and customer updates. Support includes Microsoft 365 applications, Zoom, printers, desktop hardware, peripherals, security-related issues, and password resets. Complex or unresolved issues are escalated to appropriate internal teams with relevant documentation. The role follows established service-level agreements, procedures, policies, and performance goals.

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/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.
• Detail-oriented self-starter able to function autonomously.
• Ability to commute to corporate offices for trainings, meetings, or as needed.

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, providing customer updates and follow-up through resolution.
• Respond to inbound calls, emails, and chats using documented procedures, 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 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 according to established procedures and security requirements.
• Escalate unresolved or complex issues to appropriate internal teams with concise problem descriptions, troubleshooting details, relevant traces, and supporting documentation.
• Communicate recurring issues to management.
• Adhere to established Service Level Agreements and Merakey policies and meet assigned performance and service goals.

Benefits

• Comprehensive medical, dental, and vision coverage, plus healthcare advocacy support.
• Retirement plan with pre-tax and Roth employee contribution options.
• DailyPay access to pay.
• On the Goga well-being platform, featuring self-care tools and resources.
• Care.com access 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