IT Support trainee

***THIS POSITION REQUIRES A PHYSICAL PRESENCE IN OUR OFFICE IN MISSOULA, MONTANA***

IT Triage / IT Support Trainee    

Position Summary:  

We are looking for an enthusiastic and motivated individual to join our IT support team as a Triage / Support Trainee in our Downtown Missoula headquarters. This role is an entry point into the IT world, where you'll be handling inbound phone calls and emails as the front line of our support team, triaging and prioritizing incoming IT support requests. Your main responsibilities will include ensuring that each support ticket is properly categorized, escalated, and handed off to our Dispatch team when needed. In simpler terms, you'll be the first point of contact for our clients, managing incoming requests and making sure everything gets to the right person or team. Once you've mastered these duties, we'll provide additional training to help you grow into a more technical role. Typically, the path from your first day to a promotion into a technical position takes around 12 months, although the timeline can vary depending on your progress.  

You will have the chance to work alongside experienced IT professionals, learning about our systems and infrastructure while developing your technical skills in troubleshooting and problem-solving. As you grow, you'll also begin to provide basic technical support to end-users, gaining valuable experience in both IT and customer service. The ideal candidate is passionate about technology, eager to learn, and ready to take on challenges in a fast-paced environment. You should have strong communication skills and be able to explain technical issues to both technical and non-technical people. You'll also need the ability to switch tasks quickly and work seamlessly in different situations.  

Again, this is an entry-level position so we do encourage recent graduates to apply.  We offer comprehensive training to help you succeed and grow with us.

Job Status: Full Time  

Employee Type: Hourly  

Pay: $18-$20/hr DOE  

Benefits:  

• Rich and flexible medical/dental with a Health Savings Account option.  

• Paid Vacation, Sick and Holiday time  

• Retirement: 401k with 4% match and discretionary profit sharing.  

• Certification assistance & continuing education benefits  

• Cell phone reimbursement  

• Paid parking  

• Kitchen, pool table, snacks, and coffee (at the Missoula office) 

• Personal IT purchasing employee discount  

• Team bonding events  

• Work-life balance\flexibility  

General Work Schedule: business hours M-F  

Travel/License Required: Yes, Minimal local travel  

Work Schedule: 7AM-4PM or 8AM-5PM, Monday-Friday  

Position Roles & Responsibilities:  

• Phone and email-based customer service  

• Technical triage  

• IT documentation creation and maintenance  

• Ticket quality assurance  

• On the Job Training to complete technical certifications: example A , Network   

• Working with IT Team to improve overall IT results for clients  

RESOURCE PROFILE:  

• Exceptional customer service skills , with a focus on a warm and professional phone presence 

• Problem solver  

• Positive attitude  

• Ability to thrive under pressure  

• High attention to detail  

• Quality Control 

• Professional appearance and approach to work  

TECHNICAL SKILLS: 

• Basic/entry level IT skills and understanding.   

• Software/data entry  

• Phone System/Call Handling  

• Proven record of self-study in areas of IT is highly desirable 

Salary : $18 - $20