Service Desk Technician

Position Summary
The Service Desk Technician provides first-line IT support within a federal contractor environment, ensuring reliable access, security, and functionality of end-user systems and applications.
The ideal candidate demonstrates professionalism, attention to detail, and strong troubleshooting skills in an enterprise environment.
Key Responsibilities

• Serve as the initial point of contact for all IT incidents and service requests via phone, email, or ServiceNow.
• Create, assign, and update tickets accurately in ServiceNow in accordance with established SLAs and ITIL best practices.
• Troubleshoot and resolve Tier 1 support issues, including:
• Windows 10/11 operating system performance and configuration
• Microsoft 365 and standard office applications
• VPN, remote access, and network connectivity issues
• Printer and peripheral setup
• Account management in Active Directory, Exchange, and multifactor authentication tools
  

Escalate complex incidents to Tier 2 or Tier 3 teams with complete technical documentation.Follow security protocols for handling user credentials, data, and systems.Support user onboarding/offboarding, including provisioning and deactivation of system access.Document procedures and resolutions to expand the team's internal knowledge base.Contribute to a culture of continuous improvement and service excellence.Troubleshoot and resolve Tier 1 support issues, including:

• Windows 10/11 operating system performance and configuration
• Microsoft 365 and standard office applications
• VPN, remote access, and network connectivity issues
• Printer and peripheral setup
• Account management in Active Directory, Exchange, and multifactor authentication tools
• iOS mobile device support
  

Qualifications
Required:

• Ability to obtain and maintain a Public Trust.
• 8 + years of help desk or desktop support experience in an enterprise or government environment.
• Experience with ServiceNow or other IT service management platforms.
• Proficiency in supporting Windows desktop environments, Active Directory, and Microsoft 365.
• Strong customer service, communication, and documentation skills.
• Professional demeanor and strong sense of accountability.
• Excellent communication skills across technical and non-technical audiences.
• Detail-oriented and disciplined in following procedures and documentation standards.
• Customer-first mindset with an emphasis on reliability, responsiveness, and respect.
  

Work Environment

• Onsite presence at a federal facility.
• Participation in rotating shifts or on-call coverage may be required per contract terms.
• Standard business hours with occasional after-hours support during maintenance windows
  

Trillion is an equal opportunity employer. Applicants are considered for positions without regard to race, religion, gender, native origin, age, disability, or any other category protected by applicable federal, state, or local law.