IT Service Desktop Support

**Overview**

Come discover why Tricon has been certified as a Great Place to Work® The award is based entirely on what current employees say about their experience working at Tricon. Great Place to Work® is the global authority on workplace culture, employee experience, and the leadership behaviors proven to deliver market-leading revenue, employee retention, and increased innovation.

**About us**: Tricon is an industry leader in the global commodity trade and distribution market. In our 27+ years in business, we have grown to become one of the largest privately held companies in Houston, TX and recognized as the 2nd largest chemical distributor in the world. Our diverse team spans 25+ offices worldwide, adding value by providing logistic, risk management, financing, and market intelligence services. We strive to enhance international commerce through the physical movement and marketing of industrial petrochemicals, polymers, fuels, and raw materials. By providing our suppliers and customers with streamlined services, they are able to focus on their core business.

**Position Overview**

Tricon Energy is seeking IT Service Desktop Support to provide technical support to end users in a mobile endpoint and global multi-site infrastructure environment. Strong analytical, planning, organizing, and problem-solving skills are needed to be successful in this position. Excellent communication skills, issue management, and team-oriented support are critical to the success of this position. The ability to support the installation and maintenance of client laptop hardware and software with the ability to perform remote support and troubleshooting is required.

**Responsibilities**:

- Provide support to employees both deskside and remotely
- Able to work in different shifts (day/night) as per requirement.
- Correct faults, provide resolution and/or proper escalation of complex problem tickets
- Perform PC and network troubleshooting and upgrades
- Network support and troubleshooting
- Perform network analysis and capacity planning
- Assist in the creation of processes and procedures for client network operations
- Contribute to the administration/monitoring/compliance of endpoint backup and disaster recovery via OneDrive
- Ongoing education and continual improvement of IT Service Delivery and process refinement
- Troubleshooting issues related to Office 365 environment.

**Experience and Qualifications**:

- Excellent verbal and written communication skills is required
- Excellent documentation skills is required
- Knowledge of Windows operating systems up to Windows 11
- Knowledge of Office 365 user management is required
- Experience with Microsoft Entra and Identity Access Management (IAM) is preferred
- Understanding of network switches, routers, and firewalls is required
- Troubleshooting, initiative, self-management, innovation and professionalism are critical.
- Bachelor’s degree preferred or equivalent work experience/certifications (A+, Network+, MCP, MCSE, and MCSA)
- Fluent in English - will be supporting users in the US, LATAM, EMEA and APAC
- 3-4 years of experience as a Microsoft Generalist
- Basic ICMP network troubleshooting skills like TRACERT, PING, and ROUTE PRINT for command line visibility into Network Layer
- Office 365, Windows 11 support experience. Will be managing OneDrive, & Teams and assisting with SharePoint
- Managing endpoints with Microsoft Intune is preferred
- Global, multi-site experience (VPN, remote support, SD-WAN) is preferred
- Experience with ticketing systems: Autotask, ConnectWise, Remedy, Track-It, Service Now, i.e.
- Abstract Reasoning and problem-solving skills are key to success
- Microsoft SharePoint, Outlook and Teams support
- Maintain a broad knowledge of state-of-the-art technology, equipment and/or systems; participate in professional development activities as appropriate.