IT Help Desk Triage Specialist

NetTech, LLC; Monroe (LA); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Health insurance

401k with matching

Responsible Time Off

Job summary

NetTech, a New Charter Technologies company, is seeking an IT Triage Engineer to join our Monroe, LA office. You will be the first point of contact for our MSP clients, handling phone intake, ticket creation, and quick on‑call resolutions.

You’ll triage issues, document clearly in ConnectWise, and route more complex items to the right team while keeping clients informed. The role emphasizes customer care and precise ticketing in a fast-paced environment.

Qualifications

• 2+ years of experience in an MSP or IT support environment.
• Hands-on experience with ConnectWise (or comparable PSA/ticketing platform).
• Strong working knowledge of Windows desktop OS, Microsoft 365, common business applications, and basic networking.
• Clear, professional verbal and written communication skills.

Responsibilities

• Answer inbound support calls and triage the client's issue in real time.
• Create clear, complete tickets in ConnectWise for every call, capturing symptoms, affected systems, and urgency
• Work the Quick Fix ticket queue as tickets arrive, resolving common issues on first contact where possible (password resets, account unlocks, printer/connectivity issues, basic application errors, etc.)
• Attempt resolution before escalating; when an issue exceeds Quick Fix scope, escalates to the correct Tier 2/3 queue with full documentation and context
• Keep clients informed of ticket status and expected next steps throughout the call
• Maintain accurate, up-to-date ticket notes and time entries in ConnectWise
• Identify recurring or high-volume issues and flag patterns to leadership
• Follow established runbooks and knowledge base articles for known issues; flag gaps where documentation is missing

Skills

ConnectWise

Windows OS

Microsoft 365

Networking

Tools

ConnectWise Manage

IT Glue

Job description

NetTech, a New Charter Technologies company, is seeking an IT Triage Engineer to join our Monroe, LA office. You will be the first point of contact for our MSP clients, handling phone intake, ticket creation, and quick on‑call resolutions.

You’ll triage issues, document clearly in ConnectWise, and route more complex items to the right team while keeping clients informed. The role emphasizes customer care and precise ticketing in a fast-paced environment.