Support Desk Technician

Support Desk Technician

Full-time

Huntsville, AL

About Us

Trideum Corporation is a 100% employee-owned company, committed to embracing the world's toughest challenges with a servant's heart. Through dedicated hard work and commitment, we provide distinctive quality and unparalleled customer service in all aspects of our business. We also know that our employees are the key to our success, and it is our mission to take care of them so they can take care of our customers and communities where we live, work, and play.

Position Summary

The Support Desk Technician provides Tier I technical support to Trideum employees across corporate and contract environments. This role ensures end-user hardware, software, and network systems operate reliably and securely while contributing to compliance with CMMC Level 2 and NIST 800-171 requirements. The technician will troubleshoot incidents, manage user accounts, and resolve service requests through Trideum's IT Support Desk. This position supports more than 500 employees across multiple locations, directly impacting productivity and mission success

What You'll Do

• Serve as the first point of contact for IT support via the service desk; troubleshoot, resolve, and document incidents and requests (including timely customer updates)
• Provide Tier I support for Windows 11 and macOS laptops/desktops, peripherals, printers, and conferencing/VoIP tools.
• Support Microsoft 365 user issues (Outlook/Exchange, Teams, OneDrive, SharePoint) including common configuration and access problems.
• Perform basic identity and access tasks in Active Directory and Microsoft Entra ID (Azure AD), such as account unlocks/resets, group membership changes, and access requests (per SOP).
• Support Intune-managed endpoints by assisting with device enrollment, application installs, and compliance troubleshooting; escalate policy/configuration changes to the appropriate administrator when needed.
• Troubleshoot VPN/remote access and basic network connectivity (Wi-Fi/Ethernet, DNS/DHCP basics).
• Assist with onboarding/offboarding: prepare equipment, provision accounts (as directed), and ensure users can access required tools on day one.
• Maintain accurate ticket notes and contribute to knowledge base articles to reduce repeat incidents.
• Support asset/inventory processes (equipment tracking, swaps, lifecycle actions) and coordinate repairs/warranty/vendor handoffs as needed.
• Participate in scheduled IT operations activities such as endpoint rollouts and maintenance windows as assigned.
• Follow security procedures for handling company and customer information, including least-privilege access and audit-friendly documentation.
• Occasional travel to Trideum branch offices

Requirements and Qualifications:

• High school diploma/GED plus relevant hands-on experience/training, or Associate's/Bachelor's degree (preferred).
• CompTIA A+ or ITIL Foundations certification required. CompTIA Security+ certification preferred, or the ability to obtain within 6 months of hire is required.
• Commitment to ongoing professional development, including earning/maintaining relevant certifications (e.g., CompTIA Security+, Microsoft 365 Administrator, Azure Fundamentals, ITIL Foundation)
• 0-2 years in IT support or strong customer service experience with demonstrated technical aptitude (home lab, internships, school, military, MSP, etc.).
• Working knowledge of Windows 10/11, Microsoft 365, and basic networking concepts (DNS, DHCP, VPN).
• Strong customer service, clear written documentation, and ability to follow SOPs consistently
• Strong troubleshooting skills across hardware, software, and network domains.
• Proficiency with Microsoft 365 and common business productivity tools.
• Ability to follow SOPs and contribute to process documentation
• Strong written and verbal communication skills.
• Customer service orientation with the ability to work effectively with employees of varying technical skill levels.
• Analytical thinking and problem-solving ability in a fast-paced environment.
• US citizenship with the ability to obtain a Secret security clearance.

We Take Care of Our People

Whether you're looking to launch a new career or grow an existing one, Trideum is the type of company where you can balance great work with great life because we believe that taking care of our people is the right thing to do. Trideum offers:

• Competitive pay based on the work you do here and not your previous salary.
• Traditional benefits such as medical, dental, vision, life, disability, and 401k matching.
• Employee Stock Ownership Plan (ESOP).
• Paid leave and the ability to cash out leave.
• Free access to certified financial planners, wellness and support services, and discount programs.
• Education assistance and professional development opportunities.
• And much more.

Ready to Apply?

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Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity, or any other characteristic protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Trideum may request such accommodation(s) by contacting Human Resources at 256.704.6123 or HR@trideum.com.