Service Desk Technician

Trilon Group•Berlin, NJ

6h•Onsite

About The Position

Churchill Consulting is looking for a Helpdesk Technician to join our team in Berlin, NJ. The Helpdesk Technician plays a key role in making that vision real by providing frontline support and ensuring every employee can work confidently and productively in their digital workplace. As part of Trilon’s Service Delivery organization, the Helpdesk Technician is responsible for resolving technical issues, assisting with onboarding and offboarding, and maintaining excellent communication with employees and IT colleagues. This role is the first point of contact for IT requests and ensures consistent, friendly, and effective support experience across Trilon offices. This position requires strong problem-solving skills, a commitment to customer service, and the ability to collaborate with Field Support Engineers, Service Delivery leadership, and enterprise IT teams to keep our employees connected and supported every day.

Requirements

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
Must be in a designated region and based in a Tier 1 or Tier 2 Trilon office to provide hands-on support and engagement
May require occasional travel to other regional offices for training or support coverage

Nice To Haves

Bachelor’s degree in Information Systems or related field preferred; relevant certifications such as CompTIA A+, Microsoft, or ITIL Foundation are a plus
CAD troubleshooting experience is a plus

Responsibilities

Serve as the first point of contact for IT support requests, ensuring timely and effective resolution of technical issues.
Provide support through multiple channels including phone, chat, and ticketing system
Troubleshoot and resolve issues related to hardware, software, network connectivity, and user accounts
Escalate complex incidents to Field Support Engineers or specialized IT teams as needed
Maintain a high level of professionalism and empathy when engaging with end users
Support new hire onboarding by preparing accounts, devices, and access configurations
Guide employees through setup of Trilon’s core technologies including Microsoft 365, Teams, and collaboration tools
Coordinate with HR and Field Support teams to ensure seamless offboarding and recovery of assets
Record, track, and document support requests using Trilon’s ITSM platform, ensuring accuracy and completeness
Monitor ticket queues and adhere to defined SLAs and response times
Maintain clear communication with users throughout the resolution process
Contribute to service improvement by identifying recurring issues and recommending process changes
Create and update knowledge base articles and support documentation for common issues and workflow
Collaborate with Field Support Engineers and IT specialists to resolve multi-layered technical problems
Participate in regular team meetings and contribute to continuous improvement discussions
Support enterprise initiatives that enhance automation, self-service, and user enablement
Perform basic hardware maintenance and software installations for laptops, peripherals, and mobile devices
Assist with monitoring system alerts and performing routine maintenance checks
Support updates, deployments, and patches under the guidance of Service Delivery leadership
Maintain inventory records for IT equipment, ensuring accurate tracking and asset management