IT Service Desk Technician

Doeren hew; Birmingham (AL); On-site; USD 42,000 - 56,000; Full time

Job summary

Impact Technology Group in Birmingham, Alabama is seeking a motivated Technical Triage Technician to join our service desk team. You will be the first point of contact for clients seeking technical support and will gather information, document issues, and escalate when needed.

This role is ideal for an early-career IT professional who enjoys helping people and wants hands-on experience in a managed services environment.

Qualifications

• Bachelor’s degree in MIS, IT or related field preferred but not required; related experience valued.
• Understanding of computers, peripherals, mobile devices, software installation and basic troubleshooting.
• Foundational networking knowledge (Wi‑Fi, DNS, DHCP) preferred.

Responsibilities

• Respond to client support requests by phone, email, and service desk.
• Create and maintain accurate support tickets.
• Gather information about user, device, urgency, and changes.
• Categorize tickets and route to appropriate resource.
• Assist clients with computer, peripheral, software, and access questions.
• Follow procedures for routine tasks like software installs and password resets.
• Verify user access to email, shares, printers, and apps.
• Troubleshoot basic connectivity, endpoint, security, or backup issues.
• Coordinate with vendor support when needed.
• Document troubleshooting steps and findings clearly.
• Maintain ticket notes, status, priorities, time entries, and communications.

Skills

Customer service

Communication skills

Documentation skills

Troubleshooting

Education

Bachelor’s degree in MIS/IT or related field preferred

Tools

Active Directory

Ticketing systems

Endpoint protection

Job description

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Impact Technology Group, a Doeren Mayhew company, is a growing managed services provider serving professional services firms in the Birmingham area. We design, implement and support secure, reliable IT environments that help businesses operate efficiently and confidently.

We believe small and midsized organizations deserve enterprise-level technology solutions delivered with a personal touch. Our team is committed to dependable service, practical solutions, strong documentation and an outstanding client experience.

Impact Technology Group, a Doeren Mayhew company, is seeking a motivated Technical Triage Technician to join our service desk team in Birmingham, Alabama. As the first point of contact for clients seeking technical support, you will gather and document information, resolve common technical issues and coordinate effective escalation when additional expertise is needed.

This role is well suited for an early-career IT professional who enjoys helping people, communicates clearly and wants to build hands‑on technical experience in a managed services environment. You will work alongside an experienced team while developing your skills in troubleshooting, client service, documentation and service desk operations.

Responsibilities:

• Respond to incoming client support requests by phone, email and the service desk.
• Create and maintain accurate support tickets for all client requests, tasks and technical issues.
• Gather relevant information, including the affected user or device, urgency, business impact, error messages and recent changes.
• Categorize and prioritize tickets and route them to the appropriate resource when necessary.
• Assist clients with computer, peripheral, software, access and usability questions.
• Follow documented procedures for routine support tasks, including software installation, printer mapping, password resets, new-user assistance and workstation checks.
• Verify user access to email, file shares, printers, business applications, internet resources and standard network services.
• Troubleshoot basic connectivity, endpoint, security alert and backup issues within established procedures.
• Coordinate with vendor support when needed to resolve hardware, software and application issues.
• Recognize when additional expertise is required and elevate issues with clear documentation of troubleshooting steps and findings.
• Maintain accurate ticket notes, status updates, priorities, time entries and client communications.

Qualifications:

• A bachelor’s degree in management information systems, information technology or a related field is preferred but not required. CompTIA A+, technical coursework, internship experience, help desk, call center, or customer service experience are also valued.
• Understanding of computers, peripherals, mobile devices, software installation and standard troubleshooting practices.
• Basic knowledge of networking concepts such as internet connectivity, Wi‑Fi, DNS, DHCP and shared resources is preferred.
• Foundational IT knowledge with an interest in growing within a managed services environment.
• Experience with Active Directory, user accounts, endpoint protection or ticketing systems is helpful but not required.
• Professional customer service skills and a commitment to providing a positive client experience.
• Clear verbal and written communication skills with the ability to ask thoughtful questions and document issues accurately.
• Ability to follow documented procedures, manage multiple requests and know when to elevate an issue.

Candidate Profile:

• You enjoy helping people and can communicate patiently with both technical and non-technical users.
• You are curious, coachable, and interested in building a long‑term career in IT support.
• You are dependable, detail‑oriented, professional, and able to manage multiple requests in a fast‑paced support environment.
• You are comfortable following procedures, asking for help when needed, and escalating work appropriately.

Work Schedule:

This position requires full‑time, in‑office availability Monday through Friday from 7 a.m. to 4 p.m. Central Time.

Why Join Impact Technology Group:

• Opportunity to start or grow your career in managed IT services.
• Supportive team culture focused on training, documentation, service quality, and professional growth.
• Hands‑on exposure to common client environments, business applications, endpoint tools, and service desk processes.
• Meaningful work helping businesses stay productive, secure, and supported.
• Competitive compensation and comprehensive benefits.

Doeren Mayhew is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or any other status protected by law.

"Doeren Mayhew" is the brand name under which Doeren Mayhew Assurance and Doeren Mayhew Advisors, LLC and its subsidiary entities provide professional services. Doeren Mayhew Assurance and Doeren Mayhew Advisors, LLC (and its subsidiary entities) practice as an alternative practice structure in accordance with the AICPA Code of Professional Conduct and applicable law, regulations and professional standards. Doeren Mayhew Assurance is a licensed independent CPA firm that provides attest services to its clients, and Doeren Mayhew Advisors, LLC and its subsidiary entities provide tax and business consulting services to their clients. Doeren Mayhew Advisors, LLC and its subsidiary entities are not licensed CPA firms.