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# Information Technology Helpdesk

- **Company:** Merakey
- **Location:** Lafayette Hill, PA, United States
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Microsoft Outlook, Microsoft PowerPoint, Remote Access Technology, Peripherals, Computer Equipment, Information Technology
- **Published:** August 9, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=95d44c50689119e7

## About the Role

* Exceptional customer service, communication, and remote support skills.
 * Ability to make quick, accurate, and appropriate problem-solving decisions.
 * Knowledge of call center telephony and technology.
 * Experience supporting Outlook/MS Office and a variety of Wi-Fi-enabled devices.
 * 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.
 * Ability to commute to Corporate offices for trainings, meetings or as needed

## Description

The Information Technology Helpdesk role is considered as Merakey front line support, and the face of IT. As part of End User Support within IT Operations, the Information Technology Helpdesk 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.

Duties include:

 * Creating, updating, and maintaining accurate IT Service Management tickets, including documenting problem definitions, customer contacts, troubleshooting actions, resolutions, and knowledge base information in a timely manner.
 * Monitoring unresolved issues and Service Request status, providing timely customer updates and appropriate follow-up through resolution.
 * Responding to inbound calls, emails, and chats using documented procedures, available tools, and scripts to assess technical needs, resolve issues, or route requests appropriately.
 * Providing clear technical guidance and promoting online self-service and web-based solutions while maintaining a positive customer experience.
 * Troubleshooting hardware, software, connectivity, and application issues using information-gathering techniques, documented procedures, and remote access tools; providing appropriate workarounds when necessary.
 * Supporting Microsoft 365, Outlook, Excel, Word, PowerPoint, Teams, Zoom, domain-based printer deployment, desktop hardware, peripherals, and related performance or connectivity issues.
 * Assisting customers with security-related issues and password resets in accordance with established procedures and security requirements.
 * Escalating unresolved or complex issues to appropriate internal teams with concise problem descriptions, troubleshooting performed, relevant traces, and supporting documentation; communicating recurring issues to management.
 * Adhering to established Service Level Agreements and Merakey policies, consistently meeting assigned performance and service goals.


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