Job Description

For over 15 years, Trilyon has been at the forefront of providing comprehensive global workforce solutions and staffing services. Leveraging our extensive expertise across multiple domains such as Cloud technology, Salesforce, AI, Machine Learning, and Technical Writing, we consistently exceed expectations in catering to a wide range of requirements.

Job Title: Help Desk Admin

Location: Houston, TX

Duration: 9+ Months

Help Desk Admin is an information technology (IT) professional who helps users resolve issues with computer hardware or software. They respond to user inquiries, assess problems and issues with IT equipment and applications. Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solutions. They must also be customer-oriented and patient to deal with difficult customers.

Essential Duties/Responsibilities:

• First point of contact in all computer hardware, software, and telecommunications problems and requests. Use remote capability to assist with troubleshooting.
• Provide customer service/help desk/technical support experience that includes migration support, MS Office and desktop configuration.
• Desktop site support - Determine the best solutions based on the issue and details provided by customer
• Provide support and resolve problems related to installed computer software.
• Troubleshoot printer connection issues
• Maintain support materials: edit, update, and generate support documents for Service Now Knowledge Article and IT Service Desk knowledgebase.
• Active Directory / O365 Administration including account creation, shared mailbox creation, security group creation, and file share access
• Password Resets for various websites/applications
• Document and log incidents ticket using Service Now tracking tool.
• First level support company email on mobile devices
• Provide support for VPN software connection issues
• Vendor VPN account creation

Working Conditions:

• Some overtime required as special projects arise.
• Travel 10%

Minimum Requirements:

• Ability to work independently and in a team environment
• Ability to work under time pressures while maintaining a customer service attitude
• Experience in troubleshooting hardware, software and network connectivity issues
• Must have an understanding of technical support practices such as ticket documentation, service level agreements, statistics and escalation processes.
• Self-motivated with attention to detail
• Organizes workload, sets priorities and works within deadlines
• Effective communication and interpersonal skills
• Maintains confidentiality of information
• Must have flexibility for working rotating on call schedule and backfilling for peers when coverage is needed.

Preferred Qualifications:

• Ability to work independently and in a team environment
• Ability to work under time pressures while maintaining a customer service attitude
• Experience in troubleshooting hardware, software and network connectivity issues
• Must have an understanding of technical support practices such as ticket documentation, service level agreements, statistics and escalation processes.
• Process and understanding Terminations
• Self-motivated with attention to detail
• Organizes workload, sets priorities, and works within deadlines
• Effective communication and interpersonal skills
• Maintains confidentiality of information
• Must have flexibility for working rotating on call schedule and backfilling for peers when coverage is needed.

Additional Knowledge, Skills and Abilities:

• Communication, Ability to work under pressure, attention to detail, decision making, time management, identify process improvement, self-motivation, conflict resolution, redirecting problems to appropriate resources, leadership, adaptability

Physical Requirements:

• Occasionally requires lifting as appropriate to perform duties and responsibilities.

Regards

Mayank Prakash

Senior Recruiter

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