Service Desk Technician

Description

Key Responsibilities

• Serve as the first point of contact for IT support requests, ensuring timely and effective resolution of technical issues.
• Provide support through multiple channels including phone, chat, and ticketing system
• Troubleshoot and resolve issues related to hardware, software, network connectivity, and user accounts
• Escalate complex incidents to Field Support Engineers or specialized IT teams as needed
Maintain a high level of professionalism and empathy when engaging with end users

• Support new hire onboarding by preparing accounts, devices, and access configurations
• Guide employees through setup of Trilon’s core technologies including Microsoft 365, Teams, and collaboration tools
• Coordinate with HR and Field Support teams to ensure seamless offboarding and recovery of assets

• Record, track, and document support requests using Trilon’s ITSM platform, ensuring accuracy and completeness
• Monitor ticket queues and adhere to defined SLAs and response times
• Maintain clear communication with users throughout the resolution process
Contribute to service improvement by identifying recurring issues and recommending process changes

• Create and update knowledge base articles and support documentation for common issues and workflow
• Collaborate with Field Support Engineers and IT specialists to resolve multi-layered technical problems
• Participate in regular team meetings and contribute to continuous improvement discussions
Support enterprise initiatives that enhance automation, self-service, and user enablement

• Perform basic hardware maintenance and software installations for laptops, peripherals, and mobile devices
• Assist with monitoring system alerts and performing routine maintenance checks
• Support updates, deployments, and patches under the guidance of Service Delivery leadership
• Maintain inventory records for IT equipment, ensuring accurate tracking and asset management

Skills, Knowledge and Expertise

• 1 to 3 years of experience in IT support, helpdesk operations, or service delivery
• Strong knowledge of Microsoft 365, Windows, and macOS environments
• Familiarity with Active Directory, user provisioning, and password management
• Basic understanding of networking, remote connectivity, and VPN troubleshooting
• Excellent communication and customer service skills with a focus on clear, empathetic interaction
• Proven ability to prioritize and manage multiple tasks in a fast-paced environment
• Experience using ITSM or ticketing systems such as ServiceNow, Halo, or Jira
• Bachelor’s degree in Information Systems or related field preferred; relevant certifications such as CompTIA A+, Microsoft, or ITIL Foundation are a plus
• Must be in a designated region and based in a Tier 1 or Tier 2 Trilon office to provide hands-on support and engagement
• May require occasional travel to other regional offices for training or support coverage
• CAD troubleshooting experience is a plus

Benefits

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