IT Support trainee
IT Support trainee
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Job Description
IT Triage / IT Support Trainee
Position Summary:
We are seeking an enthusiastic motivated individual to join our Triage Team at our Downtown Missoula headquarters. This entrylevel role is a gateway into the IT industry. You will be the first point of contact for inbound phone calls and emails triaging and prioritizing incoming support requests. Your primary focus will be delivering outstanding customer service and ensuring each ticket is accurately categorized and routed to our Dispatch team.
Once youve mastered these core responsibilities we will provide additional training to help you grow into a more technical support role.
You will work alongside experienced IT professionals learning our systems and infrastructure while sharpening your troubleshooting and problemsolving skills. As you progress you will begin offering basic technical support to end usersbuilding handson experience in both IT and customer service. The ideal candidate is passionate about technology quick to learn and thrives in a fastpaced teamoriented environment.
Job Status: Full Time
Employee Type: Hourly
Pay: $19$21/hr DOEto start
Benefits:
Medical/dental with HSA option
Paid vacation sick leave and holidays
401(k) with 4% employer match
Certification assistance & continuing education
Cell phone reimbursement
Paid parking
Kitchen pool table snacks and coffee(at the Missoula office)
Personal IT purchasing discount
Annual branded clothing allowance
Team bonding events
Emphasis on worklife balance/minimal overtime
Clear advancement opportunities in various IT tracks
Travel/License Required: Yes Minimal local travel
Work Schedule: 7AM4PM or 8AM5PM MondayFriday(based on department needs)
What You Will Do (First 36 Months)
Answer incoming client calls and emails as the first point of contact
Accurately document and categorize IT requests using our PSA system
Maintain client records and internal documentation
Monitor and manage the ticket queue ensuring quality and consistency
Learn the tools systems and workflows of a realworld MSP
Participate in feedback sessions with your Team Lead
What Comes Next (Next 612 Months)
As you gain experience and confidence in the Triage role you will begin:
Troubleshooting and resolving basic IT issues (e.g. password resets user setups workstation installations)
Assisting with routine technical tasks under the supervision of senior engineers
Earning certifications with companysponsored training support
Moving into a technical support position based on skill development and performance
What You Will Need to Succeed
Excellent customer service and communication skills
Ability to stay calm and organized in a highvolume environment
Basic IT knowledge and a desire to grow (home labs selfstudy or certifications are a plus)
Typing speed of 50 WPM with strong accuracy
Professional friendly demeanorsomeone clients enjoy working with
Strong attendance and punctuality
Required Experience:
Intern
Employment Type
Trainee
