IT Help Desk Triage Specialist

Doeren Mayhew

Birmingham (AL)

On-site

USD 40,000 - 52,000

Full time

8 days ago

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Job summary

Impact Technology Group in Birmingham, AL is seeking a motivated Technical Triage Technician to join our service desk. You will be the first contact for clients, gathering information, documenting issues and guiding escalation to the right engineers.

This role offers hands-on IT exposure in a mentor-led environment, with in-office hours and opportunities to grow a career in managed IT services.

Qualifications

Bachelor’s degree preferred but not required; CompTIA A+ and related experience valued.
Familiarity with Windows, Microsoft 365 Admin, browsers, printers and business apps.
Basic networking concepts and troubleshooting practices are beneficial.

Responsibilities

Respond to client support requests by phone, email and service desk.
Create and maintain accurate support tickets for issues and tasks.
Gather relevant info (user, device, urgency, impact, errors) for tickets.
Prioritize tickets and route to appropriate resource when needed.
Provide first-level troubleshooting for common workstation, email, VPN and apps.
Assist with user access, password resets and basic IT questions.
Follow procedures for routine tasks and document steps taken.
Verify access to email, shares, printers and business apps.
Troubleshoot basic connectivity, endpoint and security issues per procedures.
Coordinate with vendors when needed and escalate appropriately.