Help Desk Technician

Trilon Group

Helpdesk Technician delivering frontline IT support for Trilon, a North American infrastructure consulting firm. Troubleshooting devices, accounts, networks, and workplace technologies from Canton with hybrid office attendance.

Posted 8/5/2026full-timeCanton • Ohio • 🇺🇸 United StatesJunior💰 $23 - $30 per hourWebsite

Core Competencies

Role fit

Core Competencies

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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.

Highest-signal resume keywords

IT Support ExperienceMicrosoft 365 ProficiencyITSM Ticketing SystemsActive Directory FamiliarityCustomer Service Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingUser ProvisioningVPN TroubleshootingBasic Hardware MaintenanceSoftware InstallationNetwork ConnectivityAsset ManagementSystem Alert MonitoringProcess ImprovementKnowledge Base Creation

Soft Skills

Excellent CommunicationCustomer ServiceTask PrioritizationCollaborationAdaptability

Tools & Technologies

Microsoft TeamsServiceNowHaloJiraITSM Platform

Certifications & Qualifications

CompTIA A+Microsoft CertificationITIL Foundation

Industry Keywords

Helpdesk OperationsService DeliveryOnboardingOffboardingTechnical Support

Tech Stack

Tools & technologies

ITSMMacOSServiceNow

About the role

Key responsibilities & impact

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

What you’ll need

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

Benefits

Comp & perks

Base salary of $23.00–$30.00 per hour
Occasional travel to other regional offices for training or support coverage
Hybrid work arrangement with office attendance 3 days a week