Information Technology Helpdesk

Merakey is seeking an Information Technology Helpdesk professional to serve as front line IT support for employees in Lafayette Hill, PA. This phone-based end user support role handles inbound calls and email requests, resolving or escalating IT issues while following service procedures and Service Level Agreements.

Role Overview

The Information Technology Helpdesk position is part of End User Support within IT Operations and acts as a primary point of contact for employees. Responsibilities include answering telephone calls and responding to emails to address IT-related issues and requests, either by resolution or by routing to the appropriate internal team.

Responsibilities

• Create, update, and maintain accurate IT Service Management tickets, including documentation of problem definitions, customer contacts, troubleshooting steps, resolutions, and knowledge base information in a timely manner.
• Monitor unresolved issues and Service Request status, provide timely customer updates, and complete appropriate follow-up until resolution.
• Respond to inbound calls, emails, and chats using documented procedures, available tools, and scripts to assess technical needs, resolve issues, or route requests.
• Deliver clear technical guidance while promoting online self-service and web-based solutions, maintaining a positive customer experience.
• Troubleshoot hardware, software, connectivity, and application issues using information-gathering techniques, documented procedures, and remote access tools; provide suitable workarounds when needed.
• Support Microsoft 365 and common productivity applications including Outlook, Excel, Word, PowerPoint, Teams, and Zoom, along with domain-based printer deployment, desktop hardware, peripherals, and related performance or connectivity issues.
• Assist with security-related issues and password resets according to established procedures and security requirements.
• Escalate unresolved or complex issues to 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 to consistently meet assigned performance and service goals.

Requirements

• High school diploma or GED required.
• 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 clearly and understandably.
• Excellent verbal and written communication skills.
• Detail-oriented self-starter capable of functioning autonomously.
• Ability to commute to Corporate offices for trainings, meetings, or as needed.

Technologies

• IT Service Management
• Microsoft 365
• Outlook
• Excel, Word, PowerPoint
• Teams, Zoom
• Domain-based printer deployment
• Wi-Fi
• Desktop hardware and peripherals

Schedule and Location

Schedule: Monday to Friday, 8:00am to 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: Pennsylvania

Education

High school diploma or GED.

Benefits

• Comprehensive medical, dental, and vision coverage, plus access to healthcare advocacy support.
• Retirement plan with pre-tax and Roth (after-tax) options for employee contributions.
• DailyPay for accessing pay when needed.
• On the Goga well-being platform, including 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.
• Free online personal development classes through Pryor Online Learning.

Position Details

This Information Technology Helpdesk role is considered Merakey front line support and the face of IT. The position is phone-based and supports end users by answering telephone calls and responding to emails to resolve or escalate IT issues and requests.