IT Support trainee
About The Position
This is an entry-level, in-person position at our Downtown Missoula headquarters, serving as a gateway into the IT industry. As an IT Triage / IT Support Trainee, you will be the first point of contact for inbound phone calls and emails, responsible for 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. Upon mastering these core responsibilities, you will receive additional training to transition into a more technical support role. You will work alongside experienced IT professionals, learning our systems and infrastructure while developing your troubleshooting and problem-solving skills. As you progress, you will begin offering basic technical support to end users, gaining hands-on experience in both IT and customer service. The ideal candidate is passionate about technology, a quick learner, and thrives in a fast-paced, team-oriented environment.
Requirements
- Excellent customer service and communication skills
- Ability to stay calm and organized in a high-volume environment
- Basic IT knowledge and a desire to grow (home labs, self-study, or certifications are a plus)
- Typing speed of 50+ WPM with strong accuracy
- Professional, friendly demeanor—someone clients enjoy working with
- Excellent attendance and punctuality
Nice To Haves
- Home labs
- Self-study
- Certifications
Responsibilities
- 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 real-world MSP
- Participate in feedback sessions with your Team Lead
- Troubleshoot and resolve basic IT issues (e.g., password resets, user setups, workstation installations)
- Assist with routine technical tasks under the supervision of senior engineers
- Earn certifications, with company-sponsored training support
- Move into a technical support position based on skill development and performance
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 work-life balance/minimal overtime
- Clear advancement opportunities in various IT tracks
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
