Tech-Savvy Help Desk Technician (Tier 1–2) — Onsite DC

Trillion Technology Solutions Inc.; Washington (District of Columbia); On-site; USD 52,000 - 76,000; Full time

Job summary

Trillion Technology Solutions Inc. is seeking a Tier 1/2 Helpdesk Technician to deliver frontline IT support with strong customer service and SLA adherence.

You will triage, troubleshoot, and resolve issues, escalating as needed, and assist with onboarding/offboarding and user lifecycle management. This role is onsite five days a week in DC, requiring hands-on support for Windows, macOS, Office 365, and mobile devices, plus ITSM ticketing, AD/Azure administration, and knowledge management to

Qualifications

• 2–6 years of Help Desk or Service Desk experience.
• Troubleshooting experience for Windows 10/11, Office 365, Teams, Zscaler, mobile devices, printers, peripherals, and standard desktop hardware.
• Experience with ServiceNow (preferred).
• Strong communication, customer service, and time management skills.
• Ability to manage multiple tasks and prioritize effectively.

Responsibilities

• Provide Tier 1 & 2 support for Windows, macOS, and mobile devices.
• Operate ITSM ticketing system: triage, assign, escalate, resolve.
• Onboard/offboard users and manage account lifecycle.
• Maintain SOPs and knowledge base; support conference room A/V.
• Ensure SLA-compliant incident resolution.

Skills

1-6 years Help Desk

Troubleshooting Windows/Office 365/Te​

ServiceNow (preferred)

Strong communication

Time management

Tools

Active Directory

Azure AD

ITSM ticketing (ServiceNow)

Job description

Trillion Technology Solutions Inc. is seeking a Tier 1/2 Helpdesk Technician to deliver frontline IT support with strong customer service and SLA adherence.

You will triage, troubleshoot, and resolve issues, escalating as needed, and assist with onboarding/offboarding and user lifecycle management. This role is onsite five days a week in DC, requiring hands-on support for Windows, macOS, Office 365, and mobile devices, plus ITSM ticketing, AD/Azure administration, and knowledge management to