Help desk Technician

Department: IT | Location: Remote - USA

About the role

Trilon is building a supercharged, technology-enabled future for our people and partners. The Helpdesk Technician plays a key role in making that vision real by providing frontline support and ensuring every employee can work confidently and productively in their digital workplace. As part of Trilon’s Service Delivery organization, the Helpdesk Technician is responsible for resolving technical issues, assisting with onboarding and offboarding, and maintaining excellent communication with employees and IT colleagues. This role is the first point of contact for IT requests and ensures a consistent, friendly, and effective support experience across Trilon offices.

This position requires strong problem-solving skills, a commitment to customer service, and the ability to collaborate with Field Support Engineers, Service Delivery leadership, and enterprise IT teams to keep our employees connected and supported every day.

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 systems
• 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 workflows
• 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

Requirements

• 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
• Must sit in Canton, Ohio and attend office 3 days a week

About Trilon

Trilon was formed with the vision of building the next Top 20 infrastructure consulting firm in North America by bringing together some of the nation’s best infrastructure consulting firms, focused on delivering practical and sustainable infrastructure solutions. Trilon is backed by Alpine Investors, a PeopleFirst Private Equity Firm. Trilon currently comprises 5,500+ staff across the US.

For more information, visit www.trilon.com.

Pay

The base salary range for this role is $23.00 - $30.00 per hour. Final compensation will be determined based on factors such as experience, skills, qualifications, internal equity, and geographic location.