Job Description

Job Summary

The Technical Triage Specialist is a key frontline member of the support team, responsible for ensuring that clients receive prompt, courteous, and effective assistance when seeking technical help. This role acts as the first point of contact for incoming service requests, requiring strong interpersonal and problem-solving skills to gather relevant information, assess the nature and urgency of the issue, and accurately route tickets to the appropriate technical teams.


Success in this role requires a blend of technical aptitude, critical thinking, attention to detail, and a customer-first mindset. The ideal candidate is a proactive communicator who thrives in a dynamic environment, adapts quickly to changing priorities, and collaborates effectively with team members to maintain a smooth and efficient service desk operation. This position contributes directly to the overall success of the support team by ensuring that service requests are handled with speed, accuracy, and professionalism.

Key Responsibilities

Client Engagement & Communication

Serve as the first point of contact for clients reaching out to the service desk via phone or voicemail. Deliver exceptional customer service by communicating clearly, professionally, and empathetically during all client interactions. Actively listen to understand client concerns and ask relevant questions to gather complete and accurate information. Create well-documented service tickets that include detailed problem descriptions, contact information, and any relevant context or history. Keep clients informed about the status of their requests and ensure smooth handoffs to the appropriate technical team.

Ticket Triage & Service Board Management

Monitor the service board to review and triage incoming tickets in a timely manner. Evaluate the nature, urgency, and potential impact of reported issues to accurately categorize and prioritize tickets. Update ticket summaries for clarity, assign correct type/subtype/item, and verify or correct client contact information. Transcribe voicemails into tickets and ensure accurate assignment under the appropriate client account. Proactively identify tickets approaching service response objectives and coordinate with available team members for timely handling. Escalate critical issues and high-impact tickets to senior technical staff as needed, using sound judgment and clear documentation.

Collaboration & Team Support

Provide clear and concise information to other support staff to ensure continuity of service. Maintain open communication with colleagues, contributing to a supportive, collaborative team environment. Demonstrate flexibility by adjusting priorities based on shifting workloads, client needs, and business objectives. Share relevant observations and client feedback to help improve team processes and communication.

Continuous Improvement & Professional Development

Identify opportunities to improve ticket intake, triage processes, and communication workflows. Participate actively in team meetings, process reviews, and continuous improvement efforts. Stay current with evolving technologies, tools, and best practices through training sessions and professional development activities.

Additional Responsibilities:

Actively participate in team discussions, bringing ideas for improving processes, service efficiency, and client satisfaction. Participate in professional training sessions and share key learnings to foster individual and organizational improvement. Perform additional duties as assigned to support company goals.

Qualifications & Skills

Qualifications

High school diploma or equivalent required; associate degree or technical certification in a related field is a plus. Previous experience in a customer service or help desk support role, preferably within an IT or technical services environment. Basic understanding of IT infrastructure components including desktops, servers, networks, and cloud services. Proficiency with Microsoft Office 365 applications and general computer literacy. Familiarity with ticketing systems, remote support tools, and service desk workflows.

Core Skills and Competencies

Customer-Focused Mindset: Demonstrates a genuine commitment to delivering excellent service and creating a positive client experience. Critical Thinking: Able to assess issues, ask relevant questions, and make informed decisions to prioritize and escalate appropriately. Attention to Detail: Accurately logs client information, follows established procedures, and ensures data quality in tickets. Communication Skills: Excellent verbal and written communication abilities with the capability to explain technical information clearly and concisely. Adaptability and Flexibility: Comfortable with changing priorities, multitasking, and shifting between tasks and communication styles as needed. Team-Oriented Attitude: Works well in a collaborative environment, supports peers, and contributes to shared goals. Time Management: Able to manage competing priorities effectively in a fast-paced support environment. Problem-Solving Ability: Approaches challenges with curiosity and a solution-oriented mindset.

Physical Requirements and Work Environment

Sitting for extended periods while working at a computer. Occasional lifting and moving of IT equipment (e.g., laptops, desktops, peripherals, or small networking devices) weighing up to 25 lbs. Hybrid work model - combination of remote work and in-office presence. Office setting: Open-space office environment with shared workstations and collaborative areas. Remote work: Requires a reliable internet connection and a dedicated workspace, free of distractions, for focus and productivity. Collaboration: Regular virtual meetings, calls, and team interactions through digital communication tools. Pace of work: Fast-paced environment requiring multitasking, attention to detail, and adaptability.

Benefits

Medical, dental and vision insurance Short and long term disability Life insurance 401(k) with company match Paid time off Company holidays Birthday bonus day Anniversary bonus day(s) * Paid certifications