Information Technology Helpdesk II - Merakey

Are you looking for an opportunity to advance your career while working with an extraordinary team? At Merakey, we put heart and soul into everything we do. We are seeking an Information Technology Helpdesk II to join our team at our program in Philadelphia.



Administrative:


* Answers and responds to inbound calls, emails, escalations 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.
* Verifies all contact information.
* Creates tickets within supplied IT Service Management System.
* Documents and logs all contacts and actions into tickets per specified guidelines
* Creates, organizes and maintains documentation on commonly reported problems, questions, known resolutions and troubleshooting steps to maintain knowledge base.

Client/Customer Support:


* Provides direction to customers promoting online self-service and web based solutions.
* Creates temporary "work-around" for immediate customer issues when appropriate.
* Escalates unresolved customer issues to the appropriate teams with concise description, actions, and traces as required for escalation.
* Assists in coordination of changes, upgrades and new products, ensuring systems will operate correctly in current and future environment.
* Provides customers with existing Service Request status and triages call appropriately.
* Prepares activity reports as requested by management.
* Remains knowledgeable of system information, changes and updates.

Technical:


* Performs root cause analysis to assess, diagnose and remediate diverse Tier II hardware and software issues.
* Serves as a Tier II resource to help other Service Center Analysts provide resolutions for complex support issues.
* Provides Tier II support regarding all facets of Merakey's clinical applications.
* Actively participates in real-time communications with clinical team members regarding upgrades and issues discovered while providing support.
* Acts as liaison with Merakey's System Operations, Network Operations, Application Development teams.

General:


* Adheres to service level agreements with customers and business partners
* Maintains awareness of and compliance with all Merakey personnel policies
* Assists with special projects, as needed.
* Coordinates training of all new Service Center Analysts and assists in the success of new hires.
* Identify areas for quality improvement and make recommendations to Service Center Manager.
* Achieves specified performance goals.

Mobility Services:


* Manage and support mobile device servers to allow for email setup and security to mobile devices in the field.
* Administers the mobile device management system
* Provisions new devices, deploys apps, and maintains security and configuration settings as defined by the IT Operations team leadership
* Responsible for deprovisioning and disposal of devices.
* Provides administrative support for inventory collection, software distribution, security updates, and maintenance of configuration baselines.
* Maintains reports for tracking device deployments, software licenses, customer usage, and compliance with security baselines
* Maintains current knowledge of trends and developments in the mobile technology field.
* Researches and evaluates the use of new applications/technology/standards and equipment at the direction
* Participates in project development, planning, testing, implementation, communication and training related to assigned systems

Earn $24.00-$24.50



Merakey strictly follows a zero-tolerance policy for abuse.



Merakey is proud to be an Equal Opportunity Employer! We deeply value diversity and do not discriminate on the basis of race, religion, color, national origin, ethnic background, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, genetic information, or disability status. Moreover, we are committed to creating teams that reflect the diversity of the communities we serve and encourage applicants from underrepresented backgrounds to apply.



Apply today: www.merakey.org/careers

req 97635





Benefits

Merakey offers medical, dental - vision insurance plans, competitive compensation plans and more!


* DailyPay
* Work/Life Balance
* Flexible Schedules
* Cell Phone Discount Plans
* Employee Referral Bonuses
* Tuition Reimbursement
* Care.com Membership

About Merakey

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.

Merakey is proud to be an Equal Opportunity Employer! We deeply value diversity and do not discriminate on the basis of race, religion, color, national origin, ethnic background, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, genetic information, or disability status. Moreover, we are committed to creating teams that reflect the diversity of the communities we serve and encourage applicants from underrepresented backgrounds to apply. Merakey welcomes all Veterans to apply!







REQUIREMENTS:

Our ideal candidate will possess the following skills:


* Minimum 4 years' experience in a Service Center or IT Application Support role required.
* Demonstrated experience with clinical-based applications.
* Demonstrated experience with MDM and mobile devices.
* Proven experience working closely with Systems Operations, Network Operations and Database teams.
* Advanced computer and Office 365 skills.
* Experience in a high-volume IT call center or customer service environment and knowledge of ITSM system.
* Prioritize assignments, follow-up to ensure task completion, and manage multiple projects.
* 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.
* Strong customer service orientation.
* Demonstrate the ability to work well with people, both internally and with the external customers.
* Demonstrate dedication to consistent quality.
* Ability to work overtime, on call, and holidays when needed.
* Ability to travel to provide on-site support as needed.
* Must be Covid vaccinated or have an approved exemption.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled