Job Description

The Senior Systems Support Analyst serves as the primary Information Technology partner for Merakey's Intellectual and Developmental Disabilities (IDD) division, providing advanced technical support and strategic guidance across multiple locations. This role is responsible for ensuring the reliability and performance of desktop systems, network infrastructure, clinical applications, Microsoft technologies, and telephony services while delivering exceptional customer support. The Senior Systems Support Analyst acts as a key liaison between the IDD division and enterprise IT teams, leads technical initiatives, supports escalated issues, and drives continuous improvement across IT operations. This position requires frequent travel (approximately 70%) to Merakey locations throughout Pennsylvania, New Jersey, Delaware, California, Louisiana, and other service areas.

The Senior Systems Support Analyst will:

• Serve as the primary point of contact for all IT support needs within the IDD division, providing Tier II/III support for desktop systems, networks, clinical applications (Avatar), Microsoft 365, OneDrive, SharePoint, and telephony systems.
• Troubleshoot and resolve escalated hardware, software, network, operating system, and application issues while ensuring timely, customer-focused support.
• Partner with Infrastructure, Network Operations, Clinical Applications, Application Development, and other enterprise IT teams to coordinate system upgrades, implementations, migrations, and ongoing operational support.
• Recommend and implement technology improvements, process enhancements, and operational standards that improve system performance, service delivery, and customer satisfaction.
• Install, configure, and troubleshoot voice/data cabling, workstation hardware, operating systems, peripherals, and related technology across commercial and residential program sites.
• Monitor trends, analyze recurring issues, and provide recommendations and reporting that support informed technology decisions and continuous improvement.
• Communicate IT updates, system changes, and project information effectively to stakeholders while maintaining a high level of professionalism with internal customers and business partners.
• Provide technical leadership by mentoring team members, supporting organizational initiatives, promoting best practices, and remaining current on emerging technologies and industry trends.

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!

Qualifications

• Bachelor's Degree in Computer Science, Computer Engineering or equivalent work experience required.
• Minimum 5 years of experience in either IT desktop, network, system admin or engineering roles required.
• Valid Driver's License required with up to 70% travel in Pennsylvania, New Jersey, Delaware, California, Louisiana, and other Merakey locations.
• Ability to work overtime, on-call, and holidays when needed.

The ideal candidate will possess:

• Demonstrated understanding of Active Directory and related technologies - Group Policy, DNS, and DHCP.
• Understanding of TCP/IP networking including knowledge of protocols and services.
• Experience with clinical-based applications and support. (Avatar)
• Knowledge of the principles, methods, and techniques used in network and system troubleshooting and support.
• Working Knowledge of VOIP telephony hardware and applications.
• Advanced knowledge and expertise with Windows Operating systems and troubleshooting - registry, profiles, services and components, file system and application compatibility.
• Advanced knowledge of supporting and using O365 and OneDrive.