Position Summary

The Tier 1/2 Helpdesk Technician will provide front-line technical support to end users, delivering high-quality customer service and adhering to established Service Level Agreements (SLAs). This role is responsible for triaging, troubleshooting, resolving, and escalating incidents as necessary. The technician will also assist with onboarding/offboarding, user account lifecycle management, and maintaining documentation to support efficient IT service delivery.

Key Responsibilities

Tier 1 & Tier 2 Technical Support

Serve as the first-level customer-facing support for Windows, macOS, and mobile devices, including refresh and deployment activities.
Provide full operational support of the client's ITSM ticketing system, including triage, assignment, escalation, and resolution of service tickets.
Resolve common incidents and service requests using technical knowledge and cross-training among team members.
Maintain Total Contact Ownership (TCO) of all incidents and requests within or outside of the Service Desk queues.
Provide desk-side support when remote assistance is insufficient.
Ensure all incidents are resolved within SLA timeframes.

User Account & Access Management

Create, manage, disable, and remove user accounts in accordance with the client's User Account Lifecycle Policy.
Confirm appropriate user group access, correct department assignment, and supervisor information within Active Directory.
Perform AD user and group reviews.
Conduct role reviews in Azure.
Create, manage, disable, and remove distribution and security group memberships.
Document troubleshooting steps prior to escalating incidents to Tier 2.

Onboarding & Offboarding Support

Develop, maintain, and follow onboarding/offboarding SOPs and checklists.
Support new staff onboarding sessions, ensuring devices, accounts, and passwords are fully operational.
Support staff offboarding by ensuring IT equipment is returned and accounts are decommissioned no later than the required date/time.

Documentation & Knowledge Management

Maintain and update all Standard Operating Procedures (SOPs) and How-To Guides related to Service Desk operations.
Manage a Self-Service Portal with how-to guides and shared knowledge base resources for staff and end users.
Collaborate with all Tier teams and maintain positive working relationships.

Conference Room & A/V Support

Provide support for conference room audio/visual systems including Webex, Microsoft Teams, and Zoom.
Host or support recurring meetings such as Town Hall sessions and audit/board committee meetings.
Ensure daily functionality of all conference room and A/V equipment.
Coordinate with AV support vendors to troubleshoot and resolve equipment issues.

IT Asset Management

Provide complete support and monitoring of IT hardware and software assets.
Assist with IT refresh and deployment strategy for devices and peripherals.

Additional Responsibilities

Coordinate with department IT liaisons to communicate IT issues and updates.
Work collaboratively with team members and end users to ensure positive customer experience.

Required Qualifications

2–6 years of Help Desk or Service Desk experience.
Strong troubleshooting experience for Windows 10/11, Office 365, Teams, Zscaler, mobile devices, printers, peripherals, and standard desktop hardware.
Experience working with ServiceNow (preferred).
Strong communication, customer service, and time management skills.
Ability to manage multiple tasks and prioritize effectively.

Preferred Skills

Familiarity with Active Directory, Azure AD, and Identity/Access Management.
Experience with audio/visual systems and conference room equipment.
Experience maintaining knowledge bases or documentation libraries.

Trillion is an equal opportunity employer. Applicants are considered for positions without regard to race, religion, gender, native origin, age, disability, or any other category protected by applicable federal, state, or local law.

Trillion Technology Solutions, Inc

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