Help Desk Support/Technical Support - Remote

Help desk Technician Department: IT
Employment Type: Full Time
Location: Remote- USA
Description 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.
Key Responsibilities End-User Support 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
Onboarding and Offboarding 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

Service Quality and Ticket Management Record, track, and document support requests using Trilon’s ITSM platform, ensuring accuracy and completeness
Contribute to service improvement by identifying recurring issues and recommending process changes

Knowledge Sharing and Collaboration 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
Support enterprise initiatives that enhance automation, self-service, and user enablement

Technology Maintenance and Support Operations 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
Basic understanding of networking, remote connectivity, and VPN troubleshooting
Excellent communication and customer service skills with a focus on clear, empathetic interaction
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. The base salary range for this role is indicated in the posting. Final compensation will be determined based on factors such as experience, skills, qualifications, internal equity, and geographic location.

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