Trilon Group · 1 day ago
Helpdesk Technician
Las Vegas, NV
Full-time
Onsite
Entry Level
1+ years expTrilon Group is a company committed to delivering exceptional infrastructure solutions and fostering a people-centered digital workplace. As a Helpdesk Technician, you will provide frontline IT support, assist employees with technology, and ensure a seamless support experience across the organization.
Civil EngineeringConsulting
Responsibilities
Serve as the first point of contact for IT support requests, providing timely, professional, and empathetic assistance
Deliver support through phone, chat, and IT ticketing systems
Troubleshoot and resolve hardware, software, network, and user account issues
Escalate complex issues to Field Support Engineers or specialized IT teams as needed
Support employee onboarding by preparing devices, accounts, and system access
Assist employees with Microsoft 365, Teams, and collaboration tools
Coordinate with HR and IT teams to ensure smooth offboarding and asset recovery
Accurately document and manage tickets within the ITSM platform
Monitor ticket queues and meet defined SLAs and response time expectations
Maintain clear and proactive communication with users throughout issue resolution
Create and update knowledge base articles and support documentation
Assist with hardware setup, software installation, and basic device maintenance
Maintain accurate inventory and asset tracking records
Participate in team meetings and continuous improvement initiatives
Provide occasional on-site or regional office support as required
Qualification
Required
1–3 years of experience in IT support, helpdesk, or service delivery roles
Working knowledge of Microsoft 365, Windows, and macOS environments
Experience with Active Directory, user provisioning, and password management
Basic understanding of networking, VPNs, and remote connectivity
Strong customer service and communication skills with an empathetic approach
Ability to prioritize tasks and manage multiple requests in a fast-paced environment
Experience using ITSM or ticketing systems (e.g., ServiceNow, Halo, Jira)
Must be based in a Tier 1 or Tier 2 Horrocks office to support hands-on needs
Willingness to travel occasionally to other offices for training or coverage
Preferred
Bachelor's degree in Information Systems or related field preferred
Relevant certifications (CompTIA A+, Microsoft, ITIL Foundation) are a plus
Benefits
Medical, dental, vision, life, and disability insurance
Generous paid time off
401(k): 50% match of contribution up to 6%
Professional development opportunities including in-house training
Paid professional organization membership and professional licensure
Company
Trilon Group
Trilon Group offers career paths, spanning technical, project management, business management, business development, and operations.
5001-10000 employees
Funding
Current Stage
Late StageTotal Funding
$200MKey Investors
Alpine Investors
2022-02-01Private Equity· $200M
Leadership Team
Michael (Mick) Renshaw
Chief Executive Officer
Charul Doshi
CFO
Recent News
Vermont Business Magazine
2024-01-20
Alpine Investors
2023-10-31
Company data provided by crunchbase