IT Support trainee

Overview

This is position requires daily in-office presence.

IT Triage / IT Support Trainee

We are seeking an enthusiastic, motivated individual to join our Triage Team at our Downtown Missoula headquarters. This entry-level 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 you’ve 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 problem-solving skills. As you progress, you will begin offering basic technical support to end users—building hands-on experience in both IT and customer service. The ideal candidate is passionate about technology, quick to learn, and thrives in a fast-paced, team-oriented environment.

Job Status:
Full Time

Employee Type:
Hourly

Pay: $19-$21/hr DOE to start

• 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

Travel/License

Required:

Yes, Minimal local travel

Work Schedule:

7AM-4PM or 8AM-5PM, Monday-Friday (based on department needs)

• 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

• 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 company-sponsored training support
• Moving into a technical support position based on skill development and performance

• 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
• Strong attendance and punctuality