Help Desk Technician

Serve as the first point of contact for IT support requests and resolve technical issues Provide support through phone, chat, and ticketing systems Troubleshoot hardware, software, network connectivity, and user account issues Escalate complex incidents to Field Support Engineers or specialized IT teams Support new-hire onboarding by preparing accounts, devices, and access configurations Guide employees through Microsoft 365, Teams, and collaboration-tool setup Coordinate employee offboarding and recovery of assets Record, track, and document support requests in the ITSM platform Monitor ticket queues and adhere to SLAs and response times Communicate clearly with users throughout the resolution process Identify recurring issues and recommend process improvements Create and update knowledge-base articles and support documentation Collaborate with Field Support Engineers and IT specialists on complex technical problems Participate in team meetings and continuous-improvement discussions Support automation, self-service, and user-enablement initiatives Perform basic hardware maintenance and software installations Assist with system-alert monitoring and routine maintenance checks Support updates, deployments, and patches under Service Delivery leadership Maintain IT equipment inventory and asset-management records 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 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 a 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 Must sit in Canton, Ohio and attend the office 3 days a week May require occasional travel to other regional offices for training or support coverage Core Competencies Demonstrates expertise in IT support and helpdesk operations, with strong knowledge of Microsoft 365, Windows, and macOS environments. Proficient in troubleshooting hardware, software, and network issues while maintaining excellent communication and customer service skills. #J-18808-Ljbffr