Information Technology Helpdesk

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.

Administrative:

• Creates and updates tickets in a time manner within the IT Service Management System.
• Monitor the status of unresolved issues and communicate frequent updates with customers.
• Documents problem definitions and knowledge base articles.
• Documents and logs all contacts and actions into tickets.

Client/Customer Support:

• Answers and responds to inbound calls, emails, or chats using documented procedures, available tools and supplied script(s) to assess customer's technical support needs and handle/route accordingly to the satisfaction of the customer.
• Provides direction to customers promoting online self-service and web-based solutions.
• Escalates unresolved customer issues to internal teams with concise description, actions, and traces as required for escalation.
• Provides customers with existing Service Request status and triages call appropriately.

Technical:

• Using information gathering skills and troubleshooting steps, an analyst works to identify and resolve the issue the user is experiencing.
• Using remote access tools, an analyst identifies the cause of hardware/software issues and guides the user to a successful resolution.
• Creates temporary "work-around" for immediate customer issues when appropriate.
• Assist customers with security-related and password reset issues, where applicable.
• Support Office 365, Microsoft Office products including Outlook, Excel, Word, PowerPoint, and MS Teams, and ancillary products such as Zoom.
• Microsoft Printer topology and deployment (Domain infrastructure).
• Desktop hardware troubleshooting. (Peripheral connectivity speed and performance tuning, hardware maintenance)
• Remains knowledgeable of system information, changes, and updates.

General:

• Communicate recurring issues to management
• Adheres to service level agreements with customers and business partners.
• Maintains awareness of and compliance with all Merakey personnel policies.
• Achieves specified performance goals.

• Experience supporting Outlook/MS Office and a variety of Wi-Fi-enabled devices.
• Ability to make quick, accurate, and appropriate decisions.
• Knowledge of customer service principles and practices.
• Knowledge of call center telephony and technology.
• Ability to communicate with customers over the phone and provide remote support.
• 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.
• Strong customer service orientation.
• Ability to commute to Corporate offices for trainings, meetings or as needed

Tuition reimbursement, Health insurance, Retirement plan, Employee discount, Vision insurance, Dental insurance, Employee assistance program, Opportunities for advancement, 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.

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.