Enterprise Applications Support Analyst - Lafayette Hill, PA

Education and Certifications:
* High School Diploma or GED required.
* IT certifications preferred (e.g., CompTIA A+, Network+, Microsoft Certified Professional).
Experience:

* 1-2 years of experience in an application support help desk or technical support role required.

* Familiarity with Electronic Health Records (EHR) systems including Avatar strongly preferred.

* Strong customer service and communication skills required.

* Experience with troubleshooting software, hardware, and user access issues.
* Familiarity with IT service desk operations and escalation procedures.

Technical Skills:

* Basic knowledge of Windows and/or macOS operating systems.

* Proficiency with Microsoft Office Suite and standard business applications.
* Ability to use remote support tools and ticketing systems (e.g., EasyVista).
* Understanding of user account management, password resets, and basic network connectivity.
* Strong analytical and problem-solving skills with attention to detail.
* Experience with system integrations, reporting tools, and application security.
* Strong troubleshooting and problem-solving abilities.

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 Enterprise Applications Support Analyst to support our IT Enterprise Applications team.

Earn $23.08 - $27.18/hour depending on experience

Shift: Monday-Friday 9am-5pm

Hybrid-Remote Position available for candidates residing in Pennsylvania.

*One on-site day per week at our headquarters in Lafayette Hill, PA.

Position Details:

The Enterprise Applications Support Analyst provides intermediate technical support to users across the organization. This role handles more complex issues escalated from Tier 1 support, such as software troubleshooting, system access, and basic configurations. The analyst communicates with end users, documents incidents, and collaborates with IT teams to resolve recurring problems. The Enterprise Applications Support Analyst will:

* Respond to and resolve Tier 2 help desk tickets, including application support and user access issues.
* Escalate unresolved or high-impact problems to appropriate IT staff or vendors.
* Document all support interactions and resolutions in the ticketing system.
* Guide end users through troubleshooting steps and training for software and hardware issues.
* Support user account management (e.g., password resets, permissions).
* Assist with setup and configuration of software.
* Participate in IT support projects, system upgrades, and documentation efforts.
* Monitor application performance, troubleshoot technical issues, and coordinate update.
* Evaluate and recommend new tools or system enhancements to improve enterprise application performance.
* Manage system documentation, version control, and testing procedures to ensure stability and reliability

Benefits

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.

Learn more about our full benefits package - https://www.merakey.org/careers/benefits

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!

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