Information Technology Helpdesk

As Merakey’s front-line Information Technology Helpdesk, you’ll be the first point of contact for end user support within IT Operations. This hybrid role in Lafayette Hill, PA helps keep teams moving by responding to incoming calls, emails, and chats, resolving IT issues or escalating requests when needed.

What you’ll do

• Create, update, and maintain accurate IT Service Management tickets, including documenting problem details, customer contacts, troubleshooting steps, resolutions, and knowledge base updates.
• Monitor unresolved issues and service request status, providing timely customer updates and appropriate follow-up until resolution.
• Handle inbound calls, emails, and chats using documented procedures, available tools, and scripts to assess needs, resolve issues, or route requests appropriately.
• Provide clear technical guidance while promoting online self-service and web-based solutions to support a positive customer experience.
• Troubleshoot hardware, software, connectivity, and application issues using information-gathering techniques, documented procedures, and remote access tools, including workarounds when required.
• Support common Microsoft and collaboration tools, including Microsoft 365, Outlook, Excel, Word, PowerPoint, Teams, and Zoom, plus domain-based printer deployment and desktop hardware/peripherals.
• Assist with security-related issues and password resets in line with established procedures and security requirements.
• Escalate unresolved or complex issues to internal teams with concise problem descriptions, troubleshooting performed, relevant traces, and supporting documentation, and share recurring issues with management.
• Meet assigned performance goals by adhering to Service Level Agreements and Merakey policies.

Skills and experience needed

• Exceptional customer service, communication, and remote support abilities.
• 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, understandable language.
• Strong verbal and written communication skills.
• Detail-oriented self-starter who can function autonomously.
• Ability to commute to Corporate offices for trainings and meetings as needed.

Tools you’ll work with

• IT Service Management, Microsoft 365, Outlook, Excel, Word, PowerPoint, Teams, Zoom
• Domain-based printer deployment, remote access tools, Wi‑Fi-enabled devices

Schedule and location

• Monday to Friday, 8:00am to 4:00pm
• Hybrid-remote (3 days onsite, 2 days remote, rotating)
• 620 East Germantown Pike, Lafayette Hill, PA 19444

Benefits

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

Open to candidates residing in: PA, NJ, and DE.