Hybrid IT Helpdesk Technician — Remote & Onsite

Merakey

Whitemarsh Township (Montgomery County)

Hybrid

USD 25,000 - 34,000

Full time

9 days ago

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Benefits offered by this job

Medical, dental, vision coverage

Retirement plan (pre-tax and Roth)

DailyPay

Well-being platform

Care.com access

EAP

Job summary

Merakey is seeking an Information Technology Helpdesk professional to join our front-line IT support team in Pennsylvania. The role focuses on answering calls and emails from Merakey employees, resolving issues, and escalating as needed.

This is a hybrid-remote position with 3 days onsite and 2 days remote, requiring commuting to the Lafayette Hill location for trainings and meetings. The ideal candidate will have a high school diploma or GED and strong customer service, communication, and

Qualifications

High school diploma or GED required.
Excellent verbal and written communication skills.
Ability to explain technical issues in clear and understandable language.
Detail‑oriented self-starter able to function autonomously.

Responsibilities

Create, update, and maintain accurate IT Service Management tickets with problem definitions and resolutions.
Monitor unresolved issues and provide timely updates through resolution.
Respond to inbound calls, emails, and chats using documented procedures and scripts.
Provide clear technical guidance and promote online self-service.
Troubleshoot hardware, software, connectivity, and application issues with documented procedures.
Support Microsoft 365, Outlook, Excel, Word, PowerPoint, Teams, Zoom, printers, and desktop hardware.
Assist customers with security issues and password resets per procedures.
Escalate complex issues with concise problem descriptions and troubleshooting steps.
Adhere to SLAs and Merakey policies.