Triage Help-Desk Tech- Entry-Level

RCS Professional; Marietta (GA); On-site; USD 30,000 - 32,000; Full time

Benefits offered by this job

Paid Time Off

401K matching

Health, dental, vision insurance

Job summary

RCS Professional in Marietta, GA seeks a Triage Technician to handle incoming help-desk requests, triage tickets, and coordinate with field engineers for on-site resolutions. You will maintain client communications and keep CRM records up to date.

The role requires strong customer service mindset, teamwork, and the ability to prioritize tasks in a busy IT support environment. Bachelor’s preference and IT certifications are a plus.

Qualifications

• Strong communication and interpersonal skills.
• Ability to work in a collaborative environment.
• Proven analytical and problem-solving abilities.
• Customer service experience is a plus.

Responsibilities

• Provide and maintain superior customer experience through ongoing communication with clients, vendors, and support staff.
• Respond to help-desk requests via ticketing system and triage ticket details.
• Coordinate with remote team to dispatch on-site engineers as needed.
• Maintain CRM and ticketing records and follow up on tickets.

Skills

Communication

Team player

Prioritization

Problem solving

Customer service

Education

Bachelor's degree preferred

A+ / Network+ / ITIL certifications

Job description

Premier Managed IT Service Company that delivers IT products and services to small businesses in the New York metro and Georgia area, is looking to add a triage technician in our Atlanta office. We are looking for the best and brightest; a hardworking and dedicated individual to join our growing team. This position will provide growth opportunities to other senior technical client-facing roles of our firm.

We demand people who:

• Care about our clients
• Are passionate about what they do
• Are team players, and willing to help other team members
• Believe in doing things right the first time
• Are dedicated to continual improvement
• Embode positivity

Everyday Duties

• Provide and maintain superior customer experience through effective ongoing communication, with clients, vendors, and our technical support staff
• Respond to incoming phone calls and email help-desk requests using our ticketing system
• Triage incoming help desk requests by defining proper ticket details including contact and location information, type of request, issue severity, impact, and urgency, etc.
• Identify and learn appropriate software and hardware being used and supported by our clients
• Liaise with our remote help desk support team to dispatch on-site field engineers to client sites for issue resolution, and other IT field assignments.
• Communicate with vendors on open tickets on behalf of our clients and engineers
• Maintain CRM and ticketing system
• Research questions, issues, and concerns as directed by management
• Provide thorough follow-up on tickets to ensure satisfactory completion

Qualifications

• Superior communication skills
• Good interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Highly self-motivated and directed
• Ability to effectively prioritize and execute tasks
• Good understanding of the organization's goals and objectives
• Experience working in a team-oriented, collaborative environment
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly language
• Proven analytical and problem-solving abilities
• Customer service orientation (Previous customer service experience a plus)

Education Requirements:

• Bachelor's degree preferred --- Students welcome
• A +, Network +, or ITIL certifications a plus

Job Type: Full-time

Salary + Benefits:

• $30,000.00 - $32,000.00 /year

Some of Our Benefits include

• Paid Time Off (PTO)
• Matching 401K
• Subsidized individual & family health, dental, and vision insurance plans
• Ongoing company-funded professional development & education allowances
• Much more!