Hybrid IT Helpdesk Specialist - Frontline Support

Merakey; Whitemarsh Township (Montgomery County); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

DailyPay access

Care.com access

Tuition reimbursement

Employee discounts

Online learning

Job summary

Merakey is seeking an Information Technology Helpdesk member to serve as the front line for IT support. This hybrid role involves 3 days onsite at our Lafayette Hill, PA offices with 2 days remote work, and requires excellent customer service and technical communication with Merakey staff.

You will handle tickets, assist with Microsoft 365, and provide guidance to users while promoting self-service options. The position emphasizes timely responses and adherence to IT service standards.

Qualifications

• Customer service oriented and able to work in a fast-paced environment.
• Experience with Outlook/MS Office and Wi‑Fi enabled devices.
• Ability to explain technical issues in clear language.

Responsibilities

• Answer inbound calls and emails from Merakey employees to resolve IT issues or escalate as needed.
• Create and update IT Service Management tickets with problem definitions, actions, and resolutions.
• Monitor ticket status and provide timely updates to customers.
• Provide guidance and promote self-service options and web-based solutions.
• Troubleshoot hardware, software, connectivity, and application issues using documented procedures and remote access tools.
• Support Microsoft 365 suite and related collaboration tools (Outlook, Excel, Word, PowerPoint, Teams).
• Escalate complex issues with clear problem descriptions and relevant documentation.

Skills

Customer service

Remote support

Communication

Problem solving

Tools

Outlook

MS Office

Job description

Merakey is seeking an Information Technology Helpdesk member to serve as the front line for IT support. This hybrid role involves 3 days onsite at our Lafayette Hill, PA offices with 2 days remote work, and requires excellent customer service and technical communication with Merakey staff.

You will handle tickets, assist with Microsoft 365, and provide guidance to users while promoting self-service options. The position emphasizes timely responses and adherence to IT service standards.