About this 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. 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 • Maintain a high level of professionalism and empathy when engaging with end users 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 • 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 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 • Participate in regular team meetings and contribute to continuous improvement discussions • 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