IT Support Technician: Triage & Client Care

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

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.