IT Service Desk Technician

Doeren Mayhew Advisors, LLC; Birmingham (AL); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Job summary

Impact Technology Group in Birmingham, Alabama seeks a motivated Technical Triage Technician to support clients as the first contact for IT help. You will document issues, gather details, and coordinate escalation when needed while working with an experienced service desk team.

This full-time, in-office role offers hands-on troubleshooting, strong client service, clear documentation, and exposure to common client environments and business applications.

Qualifications

• Bachelor’s degree preferred but not required; CompTIA A+ and related coursework valued.
• Understanding of computers, peripherals, and basic troubleshooting practices.
• Foundational networking concepts and familiarity with AD and ticketing systems.
• Strong customer service and clear verbal/written communication skills.

Responsibilities

• Respond to client support requests by phone, email and service desk.
• Create and maintain accurate support tickets for all requests and issues.
• Gather information about users, urgency, impact, and changes.
• Prioritize tickets and route to the appropriate resource.
• Assist with computer, peripheral, software, access and usability questions.
• Follow procedures for routine tasks including installations and password resets.
• Verify user access to email, file shares, printers and apps.
• Troubleshoot basic connectivity, endpoint, security, and backup issues.

Skills

Customer service

Communication skills

Troubleshooting

Ticketing systems

Active Directory

Networking basics

Problem solving

Education

Bachelor’s degree in MIS/IT or related field

CompTIA A+

Tools

Active Directory

Job description

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, PC and Doeren Mayhew Advisors, LLC and its subsidiary entities provide professional services. Doeren Mayhew Assurance, PC 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, PC 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, DM Payroll Solutions, Doeren Mayhew Capital Advisors and their subsidiary entities are not licensed CPA firms.