Remote IT Support Specialist

Mannik Smith Group

Canton (OH)

Remote

USD 32,000 - 41,000

Full time

14 days+

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Job summary

Trilon is seeking a Help desk Technician to provide frontline IT support across the organization. You will resolve hardware and software issues, assist with onboarding and offboarding, and maintain clear communication with employees and IT teams.

As part of the Service Delivery group, you will manage tickets, contribute to process improvements, and support Microsoft 365, Teams, and related tools. This remote, USA-based role requires strong customer service and collaboration skills.

Qualifications

1 to 3 years of experience in IT support, helpdesk operations, or service delivery.
Strong knowledge of Microsoft 365, Windows, and macOS environments.
Familiarity with Active Directory, user provisioning, and password management.
Basic understanding of networking, remote connectivity, and VPN troubleshooting.
Excellent communication and customer service skills with a focus on clear, empathetic interaction.
Proven ability to prioritize and manage multiple tasks in a fast-paced environment.
Experience using ITSM or ticketing systems such as ServiceNow, Halo, or Jira.
Bachelor’s degree in Information Systems or related field preferred; relevant certifications such as CompTIA A+, Microsoft, or ITIL Foundation are a plus

Responsibilities

End-User Support: Serve as the first point of contact for IT support requests, ensuring timely and effective resolution of technical issues.
Onboarding and Offboarding: Support new hire onboarding by preparing accounts, devices, and access configurations; guide setup of core technologies including Microsoft 365, Teams, and collaboration tools.
Service Quality and Ticket Management: Record, track, and document support requests using ITSM platforms; monitor queues and adhere to SLAs and response times.
Knowledge Sharing and Collaboration: Create and update knowledge base articles; collaborate with Field Support Engineers and IT specialists.
Technology Maintenance and Support Operations: Perform basic hardware maintenance and software installations; assist with monitoring, deployments, and asset management.