The Helpdesk / Service Center Analyst role is considered as Merakey front line support, and the face of IT. As part of End User Support within IT Operations, a Service Center Analyst 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.
• Additional responsibilities as required.

BENEFITS

Merakey offers Medical, Dental and Vision insurance plans as well as competitive compensation plans. In addition, benefits include Work/Life balance, flexible schedules, cell phone discount plans, employee referral bonuses, tuition reimbursement, DailyPay, membership in Care.com and much more!

To fill out an on-line application: www.merakey.org/careers

Requisition number: 84002

ABOUT MERAKEY

Merakey is a leading developmental, behavioral health, and education non-profit provider with a fifty-year history. We offer a breadth of integrated services to individuals and communities across the country. Our belief that every individual has the right to achieve growth, dignity, and fulfillment guides all of our decisions. At Merakey, we care about each other and are committed to providing the very best care to those we serve. 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.

Qualifications

• 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.