I.T. Helpdesk Administrator

Trinity Consultants; Dallas (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Trinity Consultants seeks an IT Helpdesk Administrator to lead our on-site support operations in the Dallas office. The role focuses on running the help desk, managing ticketing SLAs, and serving as the escalation point for Tier 2/3 issues, with a strong emphasis on documentation and service quality.

The ideal candidate brings 2.5+ years of supervisory IT experience, solid knowledge of Windows, macOS, Linux environments, and proficient use of Office 365.

Qualifications

• 2.5+ years of IT supervisory experience with strong troubleshooting.
• Excellent English communication and documentation skills.
• Experience with Windows/Mac/Linux operating systems.
• Familiarity with Office apps (Word, Excel, Outlook, Teams).

Responsibilities

• Lead the daily help desk operations and QA the support team.
• Provide Tier 2/3 user support and guidance for issues.
• Respond to and resolve tickets, manage SLAs and documentation quality.
• Escalate complex problems and maintain QA and SLA adherence.
• Oversee asset management including licenses, hardware, and peripherals; collaborate with IT and business teams.

Skills

Customer service

Supervisory experience

Troubleshooting

Documentation

Education

ITIL certification

IT support certificate

High school diploma

Tools

Windows OS

Office 365

Linux

RedHat

Job description

We are seeking a full-time, skilled and organized IT Helpdesk Administrator to lead our technical support operations and ensure excellence service to work on-site with a dynamic team and a rapidly growing company in the Dallas area.

This individual will be responsible to oversee the daily activities of the help desk team, the help desk ticket system, manage service-level agreements (SLAs) and serve as the technical escalation point for complex user support problems, incidents and other I.T. infrastructure support team issues. This position will be based in the Trinity Dallas Office and the role will required to be on-site (This is not a work from home position).

DUTIES AND RESPONSIBILITIES:

• Management: Run & QA the daily support requests & help desk support team.
• Technical Support: Provide Tier 2, 3 user support to day to day I.T. user issues and guidance.
• Help Desk Tickets: Respond to and resolve tier 2, 3 help desk tickets, escalation issues as needed and manage overall quality, documentation & response of help desk team members.
• Escalation Duties: Respond to and answer hard technical issues that Tier 1 staff can not resolve and maintain high Quality Assurance (QA) and SLA times.
• Asset Management: Include any decision-making to secure and track license purchases, hardware and software and other I.T. related peripherals, including, but not limited to, keyboard, mouse, monitors, printers, phones, MiFi and other technical devices.
• Collaboration: Work with the senior I.T. Management and other business teams to ensure continuous, day-to-day operations & develop new process, policies and technology to improve I.T. services. Assist in special I.T. projects if needed, including acquisition integration.

REQUIRED SKILLS/ABILITIES:

• Strong knowledge of fundamental to intermediate computer, laptop, desktop, and server systems and common issues.
• Basic LAN, WAN, WiFi knowledge, Telephony and fundamental Cloud Administration (User accounts, Passwords, MFA) in Microsoft Windows Entra Tenant.
• Excellent verbal, written, documentation and communication skills (English proficiency required).
• Strong customer service skills balanced with problem-solving, decision making skills.
• Manage, Supervise, Train and guide help desk and desktop support staff and improve/automate processes and policies.

EDUCATION AND EXPERIENCE:

• High school diploma, GED, or equivalent. ITIL or any I.T. support certificate or a related college degree, a plus, but not required.
• Prior information technology support and 2.5+ years of supervisory experience (minimum) with strong I.T. troubleshooting and customer service skills.
• Familiarity with Windows Office Software (Word, Excel, Outlook, One Drive, Teams), Windows/Mac Operating Systems (Windows 11, Windows Server, Mac O.S.). Also, Linux, RedHat (a plus but not required).
• Prior experience or coursework related to I.T. help desk, desktop support, systems/network/cloud/A.I. administration is a plus.

SUPERVISORY RESPONSIBILITIES:

This position does have supervisory responsibilities.

PHYSICAL REQUIREMENTS:

The physical requirements listed below represent the minimum standards that an employee must meet to perform the essential functions of this role successfully. Reasonable accommodations can be made to enable individuals with disabilities to perform these functions.

• Regularly required to sit, use hands, and communicate verbally.
• Occasionally required to stand, walk, and reach with hands and arms.
• Must occasionally lift and/or move up to 50 to 70 pounds.