Jr Help Desk

The Tier 1/2 Help Desk Technician role at Trillion Technology Solutions is a front-line support position based in Washington, DC (onsite). You will work as the first point of contact for end users, handling triage, troubleshooting, resolution, and escalation while meeting service level expectations. The position also supports user lifecycle activities, documentation, and conference room audio/visual systems.

In this role, you will manage day-to-day service desk work through ticket handling, incident ownership, and desk-side assistance when needed. You will also help keep internal knowledge current through SOPs and how-to resources, and support meetings and A/V equipment used by staff.

Responsibilities

• Act as first-level customer-facing support for Windows, macOS, and mobile devices, including refresh and deployment activities.
• Provide 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 with team members.
• Maintain Total Contact Ownership (TCO) for incidents and requests within or outside of the Service Desk queues.
• Deliver desk-side support when remote assistance is not sufficient.
• Ensure incidents are resolved within SLA timeframes.
• Create, manage, disable, and remove user accounts following the client’s User Account Lifecycle Policy.
• Verify user group access, department assignment, and supervisor information in Active Directory.
• Conduct AD user and group reviews.
• Perform role reviews in Azure.
• Create, manage, disable, and remove distribution and security group memberships.
• Document troubleshooting steps before escalating incidents to Tier 2.
• Develop, maintain, and follow onboarding/offboarding SOPs and checklists.
• Support new staff onboarding sessions, ensuring devices, accounts, and passwords are operational.
• Support staff offboarding by coordinating IT equipment return and decommissioning accounts no later than the required date/time.
• Maintain and update Standard Operating Procedures (SOPs) and How-To Guides for Service Desk operations.
• Manage a Self-Service Portal with how-to guides and shared knowledge base resources for staff and end users.
• Collaborate with Tier teams and maintain positive working relationships.
• Provide support for conference room A/V 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 conference room and A/V equipment.
• Coordinate with AV support vendors to troubleshoot and resolve equipment issues.
• Provide complete support and monitoring of IT hardware and software assets.
• Assist with IT refresh and deployment strategy for devices and peripherals.
• Coordinate with department IT liaisons to communicate IT issues and updates.
• Work with end users and team members to support a positive customer experience.

Requirements

• 2–6 years of Help Desk or Service Desk experience.
• Strong troubleshooting experience with 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.

Technologies

• Windows 10/11
• Office 365
• Teams
• Zscaler
• Active Directory
• Azure
• Azure AD
• ServiceNow
• Webex
• Microsoft Teams
• Zoom

Compensation: USD 60,000 per yearly. Experience: Minimum 2 years. Location: Washington, DC onsite.