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.

Duties include:

• Creating, updating, and maintaining accurate IT Service Management tickets, including documenting problem definitions, customer contacts, troubleshooting actions, resolutions, and knowledge base information in a timely manner.
• Monitoring unresolved issues and Service Request status, providing timely customer updates and appropriate follow-up through resolution.
• Responding to inbound calls, emails, and chats using documented procedures, available tools, and scripts to assess technical needs, resolve issues, or route requests appropriately.
• Providing clear technical guidance and promoting online self-service and web-based solutions while maintaining a positive customer experience.
• Troubleshooting hardware, software, connectivity, and application issues using information-gathering techniques, documented procedures, and remote access tools; providing appropriate workarounds when necessary.
• Supporting Microsoft 365, Outlook, Excel, Word, PowerPoint, Teams, Zoom, domain-based printer deployment, desktop hardware, peripherals, and related performance or connectivity issues.
• Assisting customers with security-related issues and password resets in accordance with established procedures and security requirements.
• Escalating unresolved or complex issues to appropriate internal teams with concise problem descriptions, troubleshooting performed, relevant traces, and supporting documentation; communicating recurring issues to management.
• Adhering to established Service Level Agreements and Merakey policies, consistently meeting assigned performance and service goals.

• 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. Must be a detail-oriented self-starter
• • function autonomously.
• Ability to commute to Corporate offices for trainings, meetings or as needed

Pulled from the full job description Tuition reimbursement Health insurance Retirement plan Employee discount Vision insurance Dental insurance Employee assistance program, 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.