On-Site IT Helpdesk Lead & SLA Specialist

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

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.